服务企业的失误补救策略--基于医疗行业顾客公平感知视角  

A Research on Justice-based Service Recovery Strategies

作　　者：何其帼[1] 徐阳华[2] 

机构地区：[1]厦门大学经济学院,福建厦门361005 [2]广东省电信规划设计院有限公司北京分院,北京100027

出　　处：《经济管理》2008年第7期65-70,共6页Business and Management Journal ( BMJ )

基　　金：国家自然科学基金项目“知识、权力与人的行为：基于网络环境的企业运行效率研究”(70372034);中国博士后科学基金项目“网络环境下医院服务补救与患方满意度及忠诚度的关系研究”(2005038171)。

摘　　要：有效的服务补救是企业处理服务失误、挽回顾客满意损失的重要措施。本文以医疗服务业为行业样本,研究了不同程度的服务失误情景下,顾客感受到的公平感知对顾客满意度的影响。研究发现结果公平和过程公平感知对改善服务补救效果都有积极作用,但在不同的服务失误严重性情况下有所不同。最后提出了服务补救策略建议。Effective service recovery is an important way to conduct service failures and restore the loss of customer satisfaction. Taking medical service industry as samples, the author designed different levels of service failures scenario to analyze the impact of the customers＇ perceived fairness have on satisfaction. The results found that distributive justice and procedural/interactive justice both have positive effect on improving services perception, but, some critical differences also existed under different severity of the failure. Finally, the author proposed recommendations about service recovery strategies.

关 键 词：服务失误 服务补救 公平感知 

分 类 号：F121.3[经济管理—世界经济]