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服务补救程度对消费者情绪和行为意向的影响

张圣亮,张文光

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文章导航> bob手机在线登陆学报（社会科学版）> 2009> (6): 82-89
张圣亮, 张文光. 服务补救程度对消费者情绪和行为意向的影响[J]. bob手机在线登陆学报（社会科学版）, 2009, (6): 82-89.
引用本文: 张圣亮, 张文光. 服务补救程度对消费者情绪和行为意向的影响[J]. bob手机在线登陆学报（社会科学版）, 2009, (6): 82-89.
shu
ZHANG Sheng-liang, ZHANG Wen-guang. The Effect of the Degree of Service Recovery on Customers' Emotion and Behavioral Intentions[J]. Journal of Beijing Institute of Technology (Social Sciences Edition), 2009, (6): 82-89.
Citation: ZHANG Sheng-liang, ZHANG Wen-guang. The Effect of the Degree of Service Recovery on Customers' Emotion and Behavioral Intentions[J].Journal of Beijing Institute of Technology (Social Sciences Edition), 2009, (6): 82-89.
shu

服务补救程度对消费者情绪和行为意向的影响

  • 1.

    中国科学技术大学管理学院, 合肥 230052

基金项目:

国家自然科学基金（70872101）

The Effect of the Degree of Service Recovery on Customers' Emotion and Behavioral Intentions

  • 1.

    Management School, University of Science and Technology of China, Hefei 230052

  • 摘要:采用情景模拟方法，以饭店服务失误和补救为例，分别测评了象征性补救、等值补救和超值补救对消费者情绪和行为意向的影响，结果发现：服务补救程度与消费者积极情绪、正面口碑传播和重购意向呈显著正相关，而与消费者消极情绪呈显著负相关；其次。获得补救消费者的积极情绪与正面口碑传播和重购意向呈显著正相关，消费者消极情绪与正面口碑传播和重购意向呈显著负相关。
    Abstract:Based on the full review of the literature on service recovery, this paper has probed elaborately into the effect of the degree of service recovery on customers' emotion and behavioral intentions, and the effect of customers'emotion on positive word-of-mouth and purchase intentions in service recovery. Adopting the method of scenario simulation experiment to research into student specimens, authors have confirmed that the higher the level of service recovery, the stronger the onsumers'positive emotion, positive word-ofmouth and purchase intentions, then validated the remarkable effect of emotion on positive word-of-mouth and purchase intentions, and finally suggestions have been provided for service firms about the marketing strategy concerning service recovery. In the end of this paper, some limitations about this research and orientations about the sequent exploration were mentioned.
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  • 收稿日期:2009-06-22

服务补救程度对消费者情绪和行为意向的影响

  • 1. 中国科学技术大学管理学院, 合肥 230052
    • 基金项目:

    国家自然科学基金（70872101）

  • 收稿日期:2009-06-22

摘要:采用情景模拟方法，以饭店服务失误和补救为例，分别测评了象征性补救、等值补救和超值补救对消费者情绪和行为意向的影响，结果发现：服务补救程度与消费者积极情绪、正面口碑传播和重购意向呈显著正相关，而与消费者消极情绪呈显著负相关；其次。获得补救消费者的积极情绪与正面口碑传播和重购意向呈显著正相关，消费者消极情绪与正面口碑传播和重购意向呈显著负相关。

English Abstract

张圣亮, 张文光. 服务补救程度对消费者情绪和行为意向的影响[J]. bob手机在线登陆学报（社会科学版）, 2009, (6): 82-89.
引用本文: 张圣亮, 张文光. 服务补救程度对消费者情绪和行为意向的影响[J]. bob手机在线登陆学报（社会科学版）, 2009, (6): 82-89.
shu
ZHANG Sheng-liang, ZHANG Wen-guang. The Effect of the Degree of Service Recovery on Customers' Emotion and Behavioral Intentions[J]. Journal of Beijing Institute of Technology (Social Sciences Edition), 2009, (6): 82-89.
Citation: ZHANG Sheng-liang, ZHANG Wen-guang. The Effect of the Degree of Service Recovery on Customers' Emotion and Behavioral Intentions[J].Journal of Beijing Institute of Technology (Social Sciences Edition), 2009, (6): 82-89.
shu
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