基于归因理论的顾客对供应链其他成员服务失误的反应研究  

Customer Reactions to Service Failure of Service Supply Chain Members Based on Attribution Theory

作　　者：银成钺[1] 徐晓红[1] 

机构地区：[1]东北师范大学商学院

出　　处：《管理学报》2011年第8期1213-1220,共8页Chinese Journal of Management

基　　金：国家自然科学基金资助项目(71072157);教育部人文社科基金资助项目(09YJC630031);东北师范大学"十一五"科技创新基金资助项目(NENU-STC08020)

摘　　要：基于归因理论视角探讨了顾客对供应链其他成员服务失误的反应。发现顾客倾向于将供应链其他成员的运营系统失误归因于核心服务提供者,而将员工自主性行为失误归因于供应链其他成员。对核心服务提供者的失误责任归因及可控性归因程度越高,顾客满意度和再惠顾意愿就越低;失误稳定性归因程度越高,顾客满意度和再惠顾意愿越高。By drawing on the notion of attribution theory,we examine the customer reactions to service failure of other members of service supply chain.The results indicate that customer prefer to attributes the service delivery system failure of other members of service supply chain to the core service provider,but prefer to attributes the unprompted and unsolicited employees＇ actions to the service supply chain member.We found out that the higher the causality and controllability attribution to core service provider,the lower satisfaction and repurchase intention of customers;on the contrary,the stability attribution has a positive impact on the customer satisfaction and repurchase intention is also high.

关 键 词：服务供应链 服务失误 顾客反应 归因 

分 类 号：C93[经济管理—管理学]