| 服务补救中顾客情绪对顾客满意之影响的实证研究 |
| |
| 引用本文： | 郑丹.服务补救中顾客情绪对顾客满意之影响的实证研究[J].中国管理科学,2011,19(3):166-173. |
| |
| 作者姓名： | 郑丹 |
| |
| 作者单位： | 青岛农业大学合作社学院, 山东青岛266109 |
| |
| 基金项目： | 国家自然科学基金资助项目(70772051); 青岛农业大学高层次人才启动基金资助项目(630819) |
| |
| 摘 要： | 在顾客服务补救满意的研究中,本文引入情绪变量,提出了包含服务失败、服务补救整个过程的研究模型,采用情景模拟的方法进行了实证研究。研究表明:顾客在服务补救后的满意,受顾客服务补救后情绪的影响,而不是受顾客服务失败时的初始情绪的影响。其中,补救后积极情绪对补救满意有显著的正向影响;补救后外在归因消极情绪对补救满意有显著的负向影响。
|
| 关 键 词： | 服务补救 顾客情绪 服务失败 顾客满意 积极情绪 外在归因消极情绪 |
| 收稿时间： | 2009-6-8 |
| 修稿时间： | 2011-4-5 |
An Empirical Research:The Impact of Customer Emotion on Customer Satisfaction in Service Recovery |
| |
| ZHENG Dan.An Empirical Research:The Impact of Customer Emotion on Customer Satisfaction in Service Recovery[J].Chinese Journal of Management Science,2011,19(3):166-173. |
| |
| Authors: | ZHENG Dan |
| |
| Institution: | College of Cooperatives, Qingdao Agricultural University, Qingdao 266109, China |
| |
| Abstract: | In the research of customer service recovery satisfaction,this paper introduces emotional variables,proposes a research model including service failure and service recovery as an entire process,adopts scenario simulation method in the empirical study.The study shows that customer service recovery satisfaction is affected by their post-service recovery emotion instead of their initial emotion.Customers' positive emotion after service recovery has significantly positive impact on their service recovery satisf... |
| |
| Keywords: | service recovery customers' emotion service failure customer satisfaction positive emotion externally attributed negative emotion |
| 本文献已被 CNKI 等数据库收录！ |
| 点击此处可从《中国管理科学》浏览原始摘要信息 |
| 点击此处可从《中国管理科学》下载免费的PDF全文 |
