基于顾客知识的服务失误归因模型研究：以航空服务业为例  

The Model of Service Failure Attribution Based on Customer's Knowledge:A View from Aviation service industry

作　　者：谭刚[1] 王毅[1] 熊卫[2] 

机构地区：[1]武汉大学商学院 [2]中南财经政法大学

出　　处：《经济管理》2006年第8期24-31,共8页Business and Management Journal ( BMJ )

摘　　要：本文基于顾客知识的视角,从消费者归因的内部驱动因素出发,通过文献回顾和航空旅客对航班延误归因过程的实证分析,建立并验证了“知识一归因”模型。研究证明了顾客知识对归因结果的显著影响,并且验证了信任在归因过程中起到了重要的作用。Attribution theory is very important in explanation of service failure. But most of the past studies are focus on the extrinsic angle of view other than the intrinsic.Basing on the customer＇ s knowledge, this study builds and confirms the ＂knowledge-attribution＂ model by literature review and data analysis. Further more, the author gives the suggestion on alleviating the impact of airline delay.

关 键 词：顾客知识 服务失误 归因模型 航空业 消费者 航班延误 “知识-归因”模型 信任 

分 类 号：F560[经济管理—产业经济]