服务补救、感知公平与顾客满意——基于网购用户视角的研究  

Service Recovery, Perceived Justice and Customer Satisfaction——Based on the Perspective of Online Shoppers

作　　者：王子贤[1] 吕庆华 WANG Zi-xian;LV Qing-hua(School of Business Administration,Huaqiao University,Quanzhou 362021;School of Management,Minnan Normal University,Zhangzhou 363000,China)

机构地区：[1]华侨大学工商管理学院,福建泉州362021 [2]闽南师范大学商学院,福建漳州363000

出　　处：《山西财经大学学报》2018年第10期77-89,共13页Journal of Shanxi University of Finance and Economics

基　　金：国家自然科学基金项目(71362006);福建省教育厅社会科学项目(JAS14191)

摘　　要：基于网购用户视角,在公平理论基础上,构建以感知公平为中介的服务补救理论模型。以238份有效问卷为样本数据,运用SPSS和LISREL进行实证研究。研究发现,服务补救与感知公平之间有显著的正向关系,感知公平与顾客满意之间有显著的正向关系,感知公平在服务补救与顾客满意关系间起到完全中介作用。Based on the theory of fairness and the perspective of online shoppers, we establish a service recovery model where the perceived justice plays a mediating role. Taking the data of 238 valid questionnaires as the sample, we apply the means of SPSS and LISREL to make an empirical research. The conclusions are listed here. There is an evidently positive relationship between service recovery and perceived justice, also between perceived justice and customer satisfaction. And perceived justice plays a complete mediating role between service recovery and customer satisfaction.

关 键 词：网购用户 服务补救 感知公平 顾客满意 网络商店 服装网购 

分 类 号：F276[经济管理—企业管理]