服务失误归因对服务补救和补救满意度关系的影响

服务的特殊性使得服务质量并非产品质量那样可以得到有效控制,很多因素都可能引发服务失败,此时,企业必须及时采取补救措施,努力消除顾客的负面情绪,避免顾客的流失。补救措施本身并非无差异,在进行服务补救时,认识服务补救的有效性对企业至关重要。文章在回顾服务失误,服务补救以及补救满意度文献的基础上,从服务补救、服务补救满意度的关系出发,在研究模型中引入了服务失误归因的影响,使得服务补救的理论研究更为完善,为企业后续的服务补救管理提供指导。

The Influence of Service Failure Attributions on the Relationship between Service Recovery and Post-recovery Satisfaction

The specificity of service makes its quality can not be effectively controlled just as the quality of products.Many factors may lead to service failures.At this time,companies must promptly take remedial measures to eliminate the customer’s negative emotions and to avoid losing customers.Recovery measures are not without differences in themselves,and it is critical for enterprises to understand the effectiveness of service recovery.Basing on the literatures of the service failure,service recovery and post-recovery satisfaction and starting from the relationship between the service recovery and post-recovery satisfaction,this paper introduced the influence of the service failure’s impact in research model to make the theoretical study of service recovery more complete and to provide guidances for enterprises’ subsequent managements of service recovery.