| 服务失误归因对消费者情绪和行为的影响 |
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| 引用本文： | 张圣亮,吕俊.服务失误归因对消费者情绪和行为的影响[J].经济管理,2010(11). |
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| 作者姓名： | 张圣亮 吕俊 |
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| 作者单位： | 中国科学技术大学管理学院; |
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| 基金项目： | 国家自然科学基金资助项目“服务失误与补救实证研究”(70872101) |
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| 摘 要： | 本文采用情景模拟法和以美发服务失误为例,测评了服务失误归因对消费者情绪和行为的影响,结果发现,当服务失误归因于服务供应商时,消费者外在负面情绪、抱怨行为和转换行为最高;当归因于顾客时,消费者内在负面情绪最高;当归因于第三方时,消费者内在负面情绪、外在负面情绪、抱怨行为和转换行为皆处于以上两类归因之间。这一结论填补了理论界在此领域的研究不足,并能有效指导服务企业制定补救策略。
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| 关 键 词： | 服务失误归因 内在负面情绪 外在负面情绪 抱怨行为 转换行为 |
The Impact of Service Failure Attributions on Emotions and Behavior of Customer |
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| ZHANG Sheng-liang,LV Jun.The Impact of Service Failure Attributions on Emotions and Behavior of Customer[J].Economic Management,2010(11). |
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| Authors: | ZHANG Sheng-liang LV Jun |
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| Institution: | ZHANG Sheng-liang,LV Jun(Management School,University of Science and Technology of China,Hefei,Anhui,230026,China) |
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| Abstract: | With the situational simulated experiment and the example of service failure in hair-dressing industry,this article evaluated the impact of service failure attributions on emotions and behavior of customer.The results showed that external negative emotions,complaint behavior and witching behavior were the strongerest whenpeople considered the company attribution took place.But if attribution of customer acted,the internal negativeemotions were the strongerest.The third part attribution brought the second or... |
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| Keywords: | service failure attribution internal negative emotions external negative emotions complaint behavior witching behavior |
| 本文献已被 CNKI 等数据库收录！ |
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