| 服务失误、顾客抱怨、服务恢复与顾客满意之实证研究 |
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| 引用本文： | 陈高貌,徐孟坚.服务失误、顾客抱怨、服务恢复与顾客满意之实证研究[J].武汉职业技术学院学报,2010,9(5):20-26. |
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| 作者姓名： | 陈高貌 徐孟坚 |
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| 作者单位： | 侨光科技大学企业管理系,台湾台中40721 |
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| 摘 要： | 台湾产业发展趋势,各级产业厂商基于持续获利与永续经营理念,提供完善的＂顾客服务＂是一项提升产业竞争力的重点项目。然而,在提供顾客服务的过程中,难免有服务上的失误与顾客抱怨,在服务失误后如何有效进行服务补救以改善顾客满意度极为重要。文章在7项研究假设的基础上,透过问卷设计、资料搜集及分析,得到6项实证研究结论,对业者提供了一些实务建议。
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| 关 键 词： | 服务失误 顾客抱怨 服务恢复 顾客满意 |
An Empirical Study on Service Failure,Customer Complaint,Service Recovery and Customer Satisfaction |
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| CHEN Kao-mao,XU Meng-jian.An Empirical Study on Service Failure,Customer Complaint,Service Recovery and Customer Satisfaction[J].Journal of Wuhan Institute of Technology,2010,9(5):20-26. |
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| Authors: | CHEN Kao-mao XU Meng-jian |
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| Institution: | (Department of Business Administration,The Overseas Chinese University,TaiZhong40721,Taiwan) |
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| Abstract: | This study is mainly examined the relationships among service failure,customer complaint,service recovery and customer satisfaction.A number of seven hypotheses are established during the theoretical induction process in this study.Furthermore,the data are collected from Hot spring hotel industry in Taiwan.Using an effective sample of 372 Hot spring hotel firms,the results show that service failure can not affect customer complaint.Second,the results also show that service failure can positively affect the initiative and passive of service recovery.Third,this study shows that the initiative of service recovery can positively affect customer satisfaction,but passive of service recovery cannot affect it.Fourth,service failure can positively affect customer satisfaction via the mediator of initiative of service recovery.Finally,we discuss implications of these empirical results and suggest several avenues for practice. Finally,we discussed implications of these empirical results and suggested several avenues for practice. |
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| Keywords: | Service failure customer complaint service recovery customer satisfaction |
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