| 关系属性、归因与介入程度对服务补救期望的影响 |
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| 引用本文： | 李四化. 关系属性、归因与介入程度对服务补救期望的影响[J]. 辽宁大学学报(哲学社会科学版), 2009, 37(3): 127-132 |
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| 作者姓名： | 李四化 |
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| 作者单位： | 江宁大学,工商管理学院,辽宁,沈阳,110036 |
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| 基金项目： | 辽宁省人文社科重点研究基地(现代公司治理与成长研究中心)项目，辽宁大学211工程学科建设项目 |
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| 摘 要： | 服务的特性造成在其传递过程中的高度不确定性。服务失误一旦出现，就会使消费者对企业产生负面反应，所以企业必须重视服务补救的重要性。本文从关系属性、归因和介入程度三个维度，来探讨对服务补救期望的影响，并将补救绩效作为补救期望与补救后顾客满意度关系的调节变量进行研究。本研究以网络购物者为调查对象，实证研究发现，关系属性部分影响服务补救期望，归因、介入程度与服务补救期望显著正相关。依据实证分析结果，最后提出结论和建议。
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| 关 键 词： | 关系属性 归因 介入 服务补救期望 顾客满意度 |
The Influence of Relationship Attribute,Attribution and Involvement on Service Recovery Expectation |
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| LI Si-hua. The Influence of Relationship Attribute,Attribution and Involvement on Service Recovery Expectation[J]. Jounal of Liaoning University(Philosophy and Social Sciences Edition), 2009, 37(3): 127-132 |
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| Authors: | LI Si-hua |
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| Affiliation: | Department of Marketing;Business Administration;Liaoning University;Shenyang 110036;China |
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| Abstract: | The uncertainty of service quality was caused by the characteristics of service.Once service failure occurs,consumers will have a negative reaction to enterprises.Enterprises must pay attention to the importance of service recovery.In this paper,the author explores the influence of the service recovery expectations from three dimensions of the relationship attribute,attribution and the involvement.Then the author also explores the adjustability between service recovery expectations and quality of recovery p... |
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| Keywords: | relationship attribute attribution involvement expectations of service recovery customer satisfaction |
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