| 基于外部比较下的服务补救后顾客行为意向的探讨 |
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| 引用本文： | 钟天丽,胡培,孙靖.基于外部比较下的服务补救后顾客行为意向的探讨[J].管理评论,2011(1). |
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| 作者姓名： | 钟天丽 胡培 孙靖 |
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| 作者单位： | 西南交通大学经济管理学院; |
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| 摘 要： | 本研究探讨了同一顾客在一家企业经历了服务失败和服务补救后与在另外一家企业从未遭遇过服务失败的比较下其行为意向,为服务补救的研究提供了新的视角。本研究考察了顾客归因对服务补救预期的影响,验证了顾客的补救预期越高则其满意度越低,满意度越高则其行为意向越积极,证明了顾客的行为意向不仅受到满意度的影响还受到顾客感知的服务失败严重程度的影响。
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| 关 键 词： | 服务补救 顾客归因 补救预期 顾客满意 行为意向 |
An External-comparison-based Study of Customer's Behavior Intention after Service Recovery |
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| Zhong Tianli,Hu Pei , Sun Jing.An External-comparison-based Study of Customer's Behavior Intention after Service Recovery[J].Management Review,2011(1). |
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| Authors: | Zhong Tianli Hu Pei Sun Jing |
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| Institution: | Zhong Tianli,Hu Pei and Sun Jing(Southwest Jiaotong University Economics and Management College,Chengdu 610031) |
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| Abstract: | This research studies customers' behavior intention by comparing one company in which customers experienced service failure and recovery with another company in which customers never experienced service failure,and thus provides a new perspective in study of service recovery.This study investigates the effect of customers' attribution on customers' expectation of service recovery,and proves that the higher customers' expectation for service recovery is,the lower their satisfaction will be,and if the higher ... |
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| Keywords: | service recovery customers' attribution service recovery expectation customer satisfaction behavior intention |
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