基于感知价值的服务失误补救后顾客满意的实证研究  

An Empirical Research of Customer Satisfaction after Service Failure and Recovery Based on Perceived Value

作　　者：王毅[1] 景奉杰[1] 

机构地区：[1]武汉大学经济与管理学院

出　　处：《经济管理》2005年第24期47-52,共6页Business and Management Journal ( BMJ )

摘　　要：本文在资源交换理论的框架下,提出了一个基于感知价值的顾客补救后满意的整合模型,研究服务失误和补救服务属性的交互作用对顾客感知价值的影响,最终决定顾客补救后满意。研究表明,感知价值对顾客补救后满意有较强的解释作用,同时还证明了服务失误内容和补救服务属性之间的交互作用,确实对顾客感知价值有显著的影响。Under the framework of resource exchange theory, this article develop a model of customer satisfaction after service recovery based on customer perceived value that integrates concepts from service failure, service recovery, customer perceived value and customer satisfaction after service recovery. The research implies that customer perceived value is a good variable for explaining customer satisfaction after service recovery, and that the interaction of service failure and service recovery can influence customer perceived value significantly.

关 键 词：服务失误 服务补救 感知价值 补救后满意 

分 类 号：F270[经济管理—企业管理]