| 服务补救措施对顾客情绪之影响的实证研究 |
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| 引用本文： | 郑丹. 服务补救措施对顾客情绪之影响的实证研究[J]. 中国流通经济, 2008, 22(9) |
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| 作者姓名： | 郑丹 |
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| 作者单位： | 青岛大学国际商学院,山东,青岛,266071 |
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| 摘 要： | 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.
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| 关 键 词： | 服务补救 顾客情绪 服务失败 顾客满意 |
An Experimental Study:The Impact of Service Recovery on Customers'Emotion |
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| ZHENG Dan. An Experimental Study:The Impact of Service Recovery on Customers'Emotion[J]. China Business and Market, 2008, 22(9) |
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| Authors: | ZHENG Dan |
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| Affiliation: | ZHENG Dan (International School of Business,QingDao University,QingDao,Sh,ong266071,China) |
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| Abstract: | Service Recovery has impact on customers' cognition and emotion.The research contrasts the different effects of the different service recovery in the perspective of customer emotion.Apology of service providers can decrease the customer externally attributed negative affect and therefore increase their positive affect;while excuse of service providers can increase the customer externally attributed negative affect and therefore decrease their positive affect.In term of customer emotion's improving and custo... |
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| Keywords: | service recovery customers'emotion service failure customer satisfaction |
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