西华大学学报（自然科学版）2012，Vol.31Issue(1)：8-13,6.
汽车服务补救中消费者预期的影响因素实证分析
Demonstration Analysis of Influencing Factors of Customer Expectation in Automotive Service Recovery
摘要
Abstract
This paper explores the content of consumer expectations of service recovery and its influencing factors in the service recovery process from the perspective of social exchange theory. Taking the auto repairing business in Chengdu as the objective of study, the authors demonstrate the research hypothesis through scenario - simulated method. The effect of the severity and importance of service failure on consumer expectations of service recovery is analyzed from the points of variance of the data,factors about service failure position attributions, service failure controllability attribution. Conclusions obtained from the study will provide automotive business with operational guidance for effective application service recovery theories and techniques.关键词
服务补救/消费者预期/影响因素/实证分析Key words
service recovery/ customer expectation/ influencing factor/ demonstration analysis分类
交通工程引用本文复制引用
蔡云,李江天..汽车服务补救中消费者预期的影响因素实证分析[J].西华大学学报（自然科学版）,2012,31(1):8-13,6.基金项目
四川省车辆工程教学团队资助项目(09JT201) （09JT201）
四川省汽车工程重点实验室资助项目(SGXZD9902-10-1) （SGXZD9902-10-1）
