| 企业服务补救方式对顾客情绪转换的影响 |
| |
| 引用本文： | 毛广雄,郑艳民. 企业服务补救方式对顾客情绪转换的影响[J]. 经济与管理, 2011, 25(6) |
| |
| 作者姓名： | 毛广雄 郑艳民 |
| |
| 作者单位： | 1. 华东师范大学中国现代城市研究中心,上海,200062
2. 南京理工大学经济与管理学院,江苏南京,210094 |
| |
| 基金项目： | 国家自然科学基金，江苏省社会科学研究基金 |
| |
| 摘 要： | 服务是一种特殊的产品,它的本质特点决定了服务失败是无法完全避免的.因此,企业需实行有效的服务补救措施解决服务失败对顾客造成的影响.其中,服务补救对顾客情绪的影响至关重要.而顾客情绪对其心理及行为反应的影响是非常显著的,其影响力甚至超过了服务失败本身.企业采用不同的服务补救方式影响着顾客情绪的转换,而顾客情绪的转换更直接影响着服务补救的效果.
|
| 关 键 词： | 服务失败 顾客情绪 服务补救 |
Influence of Enterprise Service Recovery Method on Customers' Emotional Conversion |
| |
| Mao Guangxiong,Zheng Yanmin. Influence of Enterprise Service Recovery Method on Customers' Emotional Conversion[J]. Economy and Management, 2011, 25(6) |
| |
| Authors: | Mao Guangxiong Zheng Yanmin |
| |
| Affiliation: | Mao Guangxiong1,Zheng Yanmin2(1.The Study Center for Chinese Modern City,East China Normal University,Shanghai 200062,China,2.School of Economics and Management,Nanjing University of Science & Technology,Nanjing 210094,China) |
| |
| Abstract: | Service is a special kind of product.Its characteristics determine that service failure can not be completely avoided.Therefore,enterprises need to adopt effective service recovery to reduce the negative effect of service failure on customers.Among them,service recovery is very important to customers' emotions.The influence of customers' emotion on their psychology and action is very evident,and this influence even surpasses the service failure itself.Different service recovery methods adopted by enterprise... |
| |
| Keywords: | service failure customers' emotion service recovery |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
|
