服务补救对顾客满意度影响的研究综述

目前我国服务补救理论处于发展初期,各学者只从某一个角度出发研究,尚未形成一个理论体系,通过文献研究法对现有的服务补救理论进行了分析,总结出了服务补救影响顾客满意度的三种心理学理论解释,分别是归因理论、公平理论、期望理论。希望该结论将会指导服务业的服务质量管理,提高服务水平。

Research on the Impact of Service Recovery on Customer Satisfaction

As the recovery of service theory in China currently is still in early stages of development,the scholars put their efforts only on a certain perspective of this field,and not yet formed a theoretical system.This paper analyzed the existing theory by the literature method and summed up three psychological explanation of the service recovery’s impact on customer satisfaction,namely attribution theory,equity theory,expectancy theory.Hoped that the findings will guide service quality management and improve service levels.