顾客服务补救满意结构研究：一个量表开发的视角  

Structure of Customer Satisfaction with Service Recovery： A Perspective on Scale Development

作　　者：丛庆[1] 王玉梅[2] 阎洪[3] 

机构地区：[1]西南交通大学经济管理学院博士生 [2]四川大学旅游学院讲师 [3]香港理工大学工商管理学院教授

出　　处：《营销科学学报（辑刊）》2008年第3期1-13,共13页Journal of Marketing Science

摘　　要：顾客服务补救满意是一个多维度的建构。本文在文献分析、深度访谈、开放式调查和预试研究的基础上编制顾客服务补救满意问卷，通过两个样本的正式调查，采用探索性和验证性因子分析方法，探讨并验证了顾客服务补救满意的结构和内容。实证结果表明，所开发的量表具有较好的信度、单维性、结构效度以及预测效度；顾客服务补救满意的基本结构包括补救方式、失误归因以及授权解决三个维度；三个维度中失误归因因子对顾客服务补救满意的影响力最大。本研究对于未来顾客服务补救满意变量的测量、服务企业如何制定服务补救策略具有参考价值。Customer satisfaction with service recovery is a multi-dimensional construct. This paper, based on the literature review,depth interview, open-ended investigation and pre-test, has developed and validated the structure of customer satisfaction with service recovery. The results of an exploratory factor analysis（EFA） and a confirmatory factor analysis（CFA） of two separate samples indicate that the measurement scale has acceptable levels of reliability, unidimensionality,construct validity,and predictive validity. The research has revealed that customer satisfaction with service recovery consists of three dimensions, which are recovery attributes, failure attribution and empowering employees for problem solutions. Among the three factors, failure attribution is the most important one. Research regarding how to measure customer satisfaction with service recovery and how to draw up service recovery strategies for service sector will be very valuable.

关 键 词：服务补救 服务补救满意 失败归因 补救方式 授权解决 

分 类 号：F719[经济管理—产业经济] H319[语言文字—英语]