| 基于感知公平的顾客抱怨处理满意度与顾客忠诚之间关系的实证研究 |
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| 引用本文： | 金晓彤,陈艺妮,于丽.基于感知公平的顾客抱怨处理满意度与顾客忠诚之间关系的实证研究[J].软科学,2009,23(6). |
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| 作者姓名： | 金晓彤 陈艺妮 于丽 |
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| 作者单位： | 吉林大学,商学院,长春,130012 |
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| 基金项目： | 国家自然科学基金项目，教育部新世纪优秀人才支持计划项目 |
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| 摘 要： | 以移动通讯服务业为背景,在公平理论的基础上对顾客抱怨处理满意度和顾客忠诚之间的关系进行了实证研究。研究发现感知公平的三个维度对顾客抱怨处理满意度均有直接的正向影响;顾客抱怨处理满意度主要通过影响总体满意度来影响顾客忠诚。这说明抱怨处理满意度会受到以前消费经历的影响,企业应该尽量做到让消费者每一次都有满意的消费经历,这样才能降低服务失误的影响,提高抱怨处理的效果,增加顾客的忠诚度。
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| 关 键 词： | 感知公平 顾客抱怨处理满意度 总体满意度 顾客忠诚 |
The Empirical Analysis of the Relationship between Customer Complaint Satisfaction and Customer Loyalty Based on the Justice Theory |
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| JIN Xiao-tong,CHEN Yi-ni,YU Li.The Empirical Analysis of the Relationship between Customer Complaint Satisfaction and Customer Loyalty Based on the Justice Theory[J].Soft Science,2009,23(6). |
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| Authors: | JIN Xiao-tong CHEN Yi-ni YU Li |
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| Abstract: | This paper examines the relationship between customer complaint satisfaction and customer loyalty based on justice theory in the context of mobile communication service industry.Results show that each of the three dimensions of perceived justice has a positive effect on the complaint satisfaction;overall satisfaction plays a mediating role between customer complaint satisfaction and loyalty.These means customer complaint satisfaction is influenced by the past consumption experience,and company should try to do best so that consumers have satisfied experience each time,reduce the influence of service failure,enhance customer complaint satisfaction,retain customer loyalty. |
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| Keywords: | perceived justice customer complaint satisfaction overall satisfaction customer loyalty |
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