服务失败问题严重性对消费者服务补救感知影响的实证分析

本文探讨了服务失败问题严重性对消费者服务补救感知的影响,就超市、快餐、美发3个行业关于服务失败问题严重性对消费者满意度、消费者是否直接向企业抱怨、消费者期望的补救方式的影响以及行业对消费者服务失败问题严重性感知的影响和行业对服务失败问题严重性与消费者满意度调节作用等问题进行了实证研究。得出如下结论:发生在不同行业的相同的服务失败问题,消费者感知的服务失败问题严重性不存在显著差异,并且行业对问题严重性和消费者满意度没有调节作用;消费者感知的问题严重性对消费者满意度、是否直接向企业发出抱怨及期望的补救方式均有显著影响。

Empirical study on Influence of Severity of Serive Failure on Consumer's Perceived Service Recovery

This paper studies the influences of consumer's perceived problem severity on consumer's response to service recovery.Based on six service scenarios happened in supermarket,fast-food restaurant and hairdressing salon,it investigates six questions as follows:whether consumer's perceived failure severity influences satisfaction,consumer's complaining behavior and consumer's service recovery expectation;whether industry has a moderate effect on consumer's perceived failure severity and satisfaction;whether con...