补救服务公平性对顾客与企业关系的影响  

The Impact of Service Fairness and Consumption Emotions on Customer Relationships in the Context of Service Recovery

作　　者：温碧燕[1] 岑成德[1] 

机构地区：[1]中山大学管理学院,广东广州510275

出　　处：《中山大学学报（社会科学版）》2004年第2期24-30,共7页Journal of Sun Yat-sen University(Social Science Edition)

基　　金：教育部人文社会科学研究"十五"规划博士点基金项目(01JB630010公正性理论及其在服务性企业的应用)阶段成果

摘　　要：作者在广州白云机场对我国几家大型航空公司的乘客进行了一次问卷调查,探讨补救性服务公平性和顾客消费情感对顾客与企业关系的影响。数据分析结果表明,交往公平性影响顾客的负面情感,服务公平性、顾客感觉中的服务质量和顾客消费情感对顾客满意感、顾客信任感、顾客与服务人员的人际关系纽带、顾客与企业的感情纽带、顾客再购意向和口头宣传意向都有直接或间接的影响。According to an empirical study and data collected from customers of several airlines in Guangzhou Baiyun International Airport, this paper investigates the impacts of service fairness and consumption emotions on customer relationships in the context of service recovery. The analysis of the data indicates that interactive justice and distributive justice have negative impacts on customer consumption emotions; customer perceived service fairness, service quality and customer consumption e-motions directly or indirectly influence customer satisfaction, customer trust, interpersonal bonds, e-motional bonds, customer repurchase intention and word-of-mouth recommendations.

关 键 词：补救性服务 服务公平性 顾客消费情感 顾客与企业关系 

分 类 号：F274[经济管理—企业管理]