基于顾客抱怨处理的百货商场服务补救研究  

Service Recovery Research of Department Stores Based on Customer Complaint Handling

作　　者：陈亚荣[1] 郭红霞[1] 

机构地区：[1]东华大学旭日工商管理学院,上海200051

出　　处：《北京服装学院学报（自然科学版）》2014年第2期47-53,共7页Journal of Beijing Institute of Fashion Technology：Natural Science Edition

摘　　要：对企业来说,为顾客提供完美无缺的产品和服务是一种理想状态,失误的发生是不可避免的,因此顾客抱怨也就不可避免.企业面对顾客抱怨的态度就是妥善处理问题,重新赢得顾客的满意.如何解决顾客抱怨已经成为企业和学术界关注的热点问题.本文通过搜集上海百货商场调查问卷,建立了1个研究模型,运用结构方程方法分析了变量之间的关系;研究了百货商场顾客抱怨行为的一般特征,并为百货业的管理者提供了一些可行的建议以改善服务质量.It is ideal to deliver perfect products and services to customers, but failures are inevita- ble, so customers＇ complaints are also inevitable. The enterprise＇ attitude faced to customer＇s complaint is to properly handle well, to win customers＇ satisfaction. How to solve customers＇ com- plaints has become the hot topic between enterprises and academic circles. Through collecting cus- tomers＇ data in the department stores of Shanghai, this paper constructs a research model, using structure equation analysis method to discuss the relationships between the variables. This paper studied the general characteristics of the customers＇ complaint behavior and the relationships be- tween the variables, and proposed some feasible measures for management of department stores to improve their service quality.

关 键 词：顾客抱怨 服务补救 感知公平 顾客满意度 顾客忠诚 

分 类 号：F272.3[经济管理—企业管理]