汽车4S店服务补救消费者感知绩效实证分析  

Empirical Analysis of the Factors of Perceived Performance for Consumers in Service Remedy in an Auto 4S Shop

作　　者：蔡云[1] 李江天[2] 

机构地区：[1]西华大学交通与汽车工程学院,四川成都610039 [2]武汉理工大学汽车学院,湖北武汉430070

出　　处：《西华大学学报（自然科学版）》2015年第1期66-70,共5页Journal of Xihua University:Natural Science Edition

基　　金：汽车工程四川省高校重点实验室资助项目(SGXZD9902-10-1)

摘　　要：针对在服务补救中消费者感知绩效研究较少,导致汽车4S店服务补救工作缺少理论指导的问题,基于社会交换理论,结合服务失误损失资源的经济性、社会性以及服务补救影响因数提出8个研究假设,分析在服务补救过程中的消费者感知绩效内容及其影响因素。以成都本地6家4S店的顾客为研究对象,采用情景模拟实验调查方法获得研究数据,利用SPSS分析软件研究相关假设。结果表明,4S店服务补救过程中道歉、补救主动性和补救速度对社会资源交换的感知绩效具有显著影响,而补救速度和赔偿程度对经济资源交换的感知绩效具有显著影响。The study of the service recovery performance in consumer perception is very scarce, leading to lack theoretical guidance in the work for Auto 4S shop service remedy. Based on social exchange theory , the paper presents eight research hypotheses and analyzes the content and its influencing factors of the consumer perception of performance in the service recovery process, combining with the economical and social of the loss of resources in service failure and impact factors of the service recovery. Customers in six local 4S shops are used as research subjects, research data were obtained using survey methods of scenario simulation experiments, and the underlying assumptions were studied using the SPSS. Conclusions showed that apology, redress, remedies speed, initiative had a significant influence for the perceived performance of social resources exchange, and that remedy speed, the amount of compensation had a significant influence for the perceived performance of economical resources exchange.

关 键 词：实证分析 感知绩效 影响因素 服务补救 

分 类 号：F715.3[经济管理—产业经济]