论服务补救对顾客忠诚度的影响

服务补救是服务企业实现顾客满意和维持顾客忠诚的重要手段。但是在不同的情况下,服务补救对顾客忠诚度的影响不同。通过服务补救,企业可以及时地了解顾客需求和改进服务质量,既可以维持单个顾客的忠诚度,又可以培养众多顾客的忠诚度,从而造就忠诚顾客。     

基于顾客满意的服务补救策略研究

服务失败不仅给顾客造成伤害,而且由此引发的顾客报怨、顾客流失、顾客投诉等后果必然对企业的经营和发展造成不良影响。因此,必须正确地对待服务失败,并采取有效的服务补救措施来最大限度的降低顾客的不满。提高服务补救水平,是保持顾客满意和提高顾客忠诚的一个非常重要的手段。     

基于顾客满意的服务补救策略研究

随着服务经济的迅猛发展,服务补救越来越引起理论界和企业界的关注。从服务的本质来看,服务失误是不可避免的,一旦出现服务失误,企业需立即进行服务补救。服务补救不容回避,它对维持顾客关系、提高顾客满意度、维护企业的良好形象等具有重要的意义。而企业要想把服务补救工作做好,必须制定完善的服务补救策略。     

基于网上服务补救的顾客忠诚影响研究

随着互联网用户的增加和网络消费环境的改善,以网购为代表的电子商务得到了飞速的发展。但是,网购双方在时间和空间上的分离、互联网作为中介媒介的存在,使网络服务失误的形式出现了新的特征,在网络环境下的服务补救也面临新挑战。通过对网上服务补救维度的研究,针对网上服务补救对顾客满意和顾客忠诚影响问题进行了建设性的研究和探索。     

饭店客务关系管理中的服务补救

如何获得顾客,争取客源是许多饭店所关心的事,但是如何保留住顾客,却常常被忽视了。饭店是服务行业中的较为典型的服务性企业,其运营是在顾客与服务人员互动的过程中完成的,因此即使最优秀的饭店,顾客的抱怨和投诉是难免的。本文从顾客行为学的角度分析了积极有效服务补救对顾客满意的影响,并提出饭店有效的实施服务补救的几点建议。     

我国高档饭店服务补救管理分析

服务过程中不可避免地存在着服务失误,影响着顾客对饭店的满意度和忠诚度。服务补救是在服务失败和错误的情况下,对顾客的不满和抱怨作出的补救性反应。这已经为就成为高档饭店争取顾客二次满意的必要选择。本文对于我国高档饭店服务补救的现状和存在的问题进行分析,在此基础上,提出了我国高档饭店服务补救的对策。     

商贸活动基于顾客满意的内部服务补救策略

经济全球化时代,商贸活动的国际化流转的顺畅性与所提供的服务质量及其满意度相关。有效的服务补救会对以"顾客满意度、顾客忠诚度、口头传播影响及最低绩效"为基础的商贸活动产生重大影响。本文探讨了如何采取有效的内部服务补救策略而重获顾客满意、塑造品牌声誉、实现组织内的顾客忠诚和组织外的员工忠诚,从而保障商贸活动的顺畅性和盈利性。     

服务补救的公平要素及其对顾客满意的影响研究

服务性企业在对顾客提供服务出现失败和错误的情况下,如何对顾客的不满和抱怨做出反应?如何通过有效的补救措施来重新建立顾客满意和忠诚?这些都是当前我国服务营销理论界和实践界迫切需要解决的问题。本文分析了服务补救的功能和特点,将服务补救公平分成分布公平、程序公平和互动公平,探讨了上述三种公平要素对顾客满意的影响机制。研究结果对我国企业经营者改善顾客关系管理工作具有十分重要的现实意义。     

服务补救措施对顾客情绪之影响的实证研究

本文认为,服务失败会给顾客造成实际问题和情感问题两方面的影响,同样,服务补救措施不仅会影响顾客的认知,而且直接影响着顾客的情绪.道歉措施能增强顾客的积极情绪,减弱顾客的外在归因消极情绪;而辩解措施加剧了顾客的外在归因消极情绪,降低了顾客的积极情绪;心理补救 有形补救的措施,无论在顾客满意上还是顾客情绪改善上,都是最佳的补救措施.     

服务质量构成要素对顾客满意影响力差异研究--现有顾客同潜在顾客间的比较

本研究通过对银行服务业现有顾客样本和潜在顾客样本的比较分析发现:两种不同类型的顾客样本分析结果都显示服务互动质量和结果质量要素对顾客满意都有显著正影响,顾客满意对(重复)购买或口头传播等行为意向有积极效应。物理环境质量对顾客满意的显著影响效应只是在潜在顾客样本中发现,而在现有顾客样本中并不显著。现有顾客样本的分析结果显示三方面服务质量要素对顾客满意的影响力是有显著差异的,而对于潜在顾客样本,三方面的服务质量要素对顾客满意的形成所起的作用没有显著差别。     

Receiving,Recording, and Responding to Customer Complaints: The Effects of Formalizing Customer Complaint Handling Policies in Retail Firms

ABSTRACT

Given the critical need for retail firms to provide high quality customer service and satisfaction, this article investigates the importance of formalizing customer complaint handling policies and procedures with regard to its relationship to the ways in which retail companies receive, record, and respond to customer complaints. A survey of 184 firms from the retail environment of a midsized community reveals that the existence of such formalized procedures is significantly associated with firm size, better channels of communication with customers, mechanisms of recording customer feedback, and better-trained employees, which have been shown to relate to higher firm performance.     

Determinant Factors and Choice Intention for Chinese Restaurant Dining

Abstract

The purpose of this study is to identify important selection attributes for customers dining at Chinese restaurants in the state of Indiana, and the determinant and predicting factors in customers' intentions to return. A closed-ended questionnaire was used, and a systematic sampling approach was employed to survey a sample of customers in three Chinese restaurants in Indiana. The data were analyzed using factor and multiple regression analysis. A four-dimensional structure was established from 14 selection attributes. The results of the study indicated four dimensions that were significantly related to the likelihood of customers returning to the same restaurants, as follows: “Food and Environment,” “Service and Courtesy,” “Price and Value,” and “Location, and Advertising and Promotion.”     

The Service Industries Journal: Its Ethos and Emphases

This study investigates the dynamics of customer affection and customer trust on customer loyalty intention after cases of service failure and recovery. The results demonstrate that after customers experience service failure and recovery, customer affection has a greater influence on customer trust but less in loyalty intention, whereas customer trust becomes more influential in loyalty intention in comparison to the time prior to a service failure. The findings suggest that the rebuilding of loyalty after a service failure and recovery relies primarily on the recovery of trust and that the key determinant of trust recovery is customer affection. Theoretical and managerial implications are also discussed.     

Service failure and recovery in using technology-based self-service: effects on user attributions and satisfaction

This study examines service failure and recovery in using technology-based self-service (TBSS) systems to determine the effects of a variety of relevant factors on negative customer/user attributions to the service provider, to employees who try to help in recovery, and to the technology itself, as well as the effects on customer/user satisfaction with the failure/recovery experience. The findings show that immediate recovery of TBSS failures reduces negative attributions and increases customer/user satisfaction with the experience, as does a low-anxiety environment around the kiosk. Technology error (as opposed to user error) decreases user satisfaction. Employee assistance decreases negative attributions to the employee but increases negative attribution to the technology. Some interactions were found among the experimental factors that are also meaningful.     

顾客抱怨的关系机理与营销对策

顾客抱怨是一部分或全部由于购买商品或服务而感到的满意引起的顾客的一系列多重反应,它是顾客不满意的信号,也是顾客即将流失的征兆。如果企业能够妥善处理顾客抱怨,顾客将更加忠诚;而如果企业对顾客抱怨没有处理或处理欠妥,顾客将加速流失。全面分析顾客抱怨的内涵与作用,通过建构顾客抱怨关系机理模型深入分析顾客抱怨的关系机理,并据此进一步为企业提出妥善处理顾客抱怨的策略选择。     

Service Recovery,Justice Perception,and Forgiveness: The “Other Customers” Perspectives

ABSTRACT

While extant research has examined the effects of service recovery on customer attitude and behavior, little is known about whether customers react differently to the same recovery depending on whether they are victims or observers of a service failure. Adopting the “other customers” perspectives, this study used a quasiexperimental design using scenarios in a professional services context with 267 U.S. respondents recruited from Qualtrics national online panel. We found that when compensation is offered, victims will perceive a higher level of distributive justice than observers. However, the effects of service recovery on forgiveness intention is stronger among observers than victims.     

浅论服务业顾客满意

目前,顾客满意受到了前所未有的重视,赢得更高的顾客满意度正成为许多公司的经营目标之一,对于顾客接触最多的服务行业,满意的顾客更是企业财富的源泉.根据对顾客满意形成机理和各国满意度指数的研究,企业提升顾客满意度,实施顾客价值分析、顾客价值创新、顾客满意监控等战略,以增强企业的市场竞争力.     

基于服务利润链的物流服务补救策略

在物流行业竞争日益激烈的今天,服务质量已成为物流企业竞争的主要方面,持续的服务补救能使物流企业发现问题、改进缺点,进而使服务运作体系更加优化。从服务利润链的角度,将物流服务补救分为内部服务补救和外部服务补救,这样就形成了积极有效的物流服务补救策略。