南华大学学报：社会科学版2011，Vol.12Issue(6)：53-56,4.
服务失误归因对服务补救和补救满意度关系的影响
The Influence of Service Failure Attributions on the Relationship between Service Recovery and Post-recovery Satisfaction
朱思思1
作者信息
- 1. 南华大学经济管理学院,湖南衡阳421001
- 折叠
摘要
Abstract
The specificity of service makes its quality can not be effectively controlled just as the quality of products. Many factors may lead to service failures. At this time, companies must promptly take remedial measures to eliminate the customerg negative emotions and to avoid losing customers. Recovery measures are not without differences in themselves, and it is critical for enterprises to understand the effectiveness of service recovery. Basing on the literatures of the service failure, service recovery and post-recovery satisfaction and starting from the relationship between the service recovery and post-recovery satisfaction , this paper introduced the influence of the service failure＇s impact in research model to make the theoretical study of service recovery more complete and to provide guidances for enterprises＇ subsequent managements of service recovery.关键词
服务失误归因/服务补救/补救满意度Key words
Service Failure Attribution/Service Recovery/Post-recovery satisfaction分类
管理科学引用本文复制引用
朱思思..服务失误归因对服务补救和补救满意度关系的影响[J].南华大学学报：社会科学版,2011,12(6):53-56,4.
