摘要
服务补救是服务型企业对顾客不满和抱怨行为做出的补救性反应,补救绩效是服务补救措施给企业带来的实际效果,服务补救是影响补救绩效的重要因素。以汽车4S店为研究对象,检验服务补救影响补救绩效的理论模型。结果表明,服务补救以其维度特征对补救绩效产生影响,而顾客个性特征显著调节这一影响过程。最后,提出了汽车4S店提升服务补救绩效的管理建议。
Service recovery is the remedial activity which service-oriented business conducts according to customer dissatisfaction and complaints,as well as the key factor affects recovery performance,which results from service recovery activities.From the perspective of auto 4S shops’customers,this paper makes empirical test for the model between service recovery and recovery performance.The research re-sults indicate that service recovery has positive direct effect on recovery performance,and customer per-sonality significantly moderates the relation ship between service recovery and recovery performance.Fi-nally,managerial implications in auto 4S shops are proposed based on the research discussions.
出处
《湖南大学学报（社会科学版）》
CSSCI
北大核心
2014年第1期62-65,共4页
Journal of Hunan University(Social Sciences)
基金
湖南省自然科学基金项目(09JJ5050)
关键词
服务补救
补救绩效
顾客个性特征
汽车4S店
service recovery
recovery performance
customer personality
auto 4S shop
