期刊文献+
任意字段
题名或关键词
题名
关键词
文摘
作者
第一作者
机构
刊名
分类号
参考文献
作者简介
基金资助
栏目信息

顾客参与自助服务补救量表的构建和研究 被引量：2

Research on the Constructing the Scale of Customer Participation in Service Recovery in SST
在线阅读 下载PDF
导出
摘要 由于自助服务的本质和特性,当发生服务失误时,服务补救的提供者不再只是企业和员工,在很多情形下,顾客也要参与到自助服务补救中来。为构建顾客参与自助服务补救量表,以网络预订为研究对象,通过理论驱动和数据驱动相结合的方法,采用验证性因子分析(CFA)和探索性因子分析(EFA)等规范的实证研究,构建了顾客参与自助服务补救量表,得到了信息搜寻、补救准备和付出努力3个维度,并阐述了该结果在营销上的应用,最后指出了研究的局限性与未来的研究方向。 Providers of the service recovery are no longer just enterprises and their employees in SST due to the nature and the characteristics of SST when the service failures happen. Customers will participate in the service recovery in many cases. So it is of great importance to research on the customer＆#39;s participation in SST service recovery. The purpose of this paper is to develop a scale of the customer participation in SST and to lay the foundations for the quantitative research. This paper focuses on Internet booking and constructs a customer participation scale in SST service recovery through combination of theory-driven and data-driven, using EFA and CFA and other empirical research. Three factors are provided, which are information seeking, recovery preparation and effort. The end of this paper illuminates the marketing applications of the scale, and points out the limitations and the future research directions.
作者 彭艳君
机构地区 北京工商大学商学院
出处 《北京工业大学学报（社会科学版）》 2014年第6期31-38,63,共9页 Journal of Beijing University of Technology (Social Sciences Edition)
基金 国家自然科学基金青年项目资助(71202024) 北京市自然科学基金项目资助(9132008) 北京市教委面上项目资助(SM201310011004)
关键词 顾客参与补救 自助服务 信度 效度 customer participation in service recovery SST reliability validity
分类号 F713-36 [经济管理—产业经济]
  • 相关文献

参考文献30

  • 1BITNER M J, BROWN S W, MEUTER M L. Technology infusion in service encounters[J]. Journal of the Academyof Marketing Science, 2000, 28(1): 138-149.
  • 2FROEHLE C M, ROTH A V. New measurement scales for evaluating perceptions of the technology-mediated customerservice experience[J]. Journal of Operations Management, 2004, 22(1) : 1-21.
  • 3BITNER M J. Evaluating service encounters: the effects of physical surroundings and employee responses[J]. Jour-nal of Marketing, 1990, 54(2): 69-82.
  • 4KELLEY S W, HOFFMAN K D, DAVIS M A. A typology of retail failures and recoveries[J]. Journal of Retailing,1993, 69(4): 429-453.
  • 5KELLEY S W, DAVIS M A. Antecedents to customer expectations for service recovery[J]. Journal of the Academyof Marketing Science, 1994, 22(4): 52-61.
  • 6MEUTER M L, OSTORM A L, ROUNDTREE R I, et al. Self-service technology: understanding customer satisfac-tion with technology-based service encounters[J]. Journal of Marketing, 2000, 64(3): 50-64.
  • 7HOLLOWAY B B, BEATTY S E. Service failure in online retailing: a recovery opportunity[J]. Journal of ServiceResearch, 2003, 6 (1): 92-105.
  • 8BENDAPUI N, LEONE R P. Psychological implications of customer participation in coproduction[J]. Journal ofMarketing, 2003, 67(1): 14-28.
  • 9DONG B B, KENNETH R E, SHAO M Z. the effects of customer participation in co-created service recovery[J].Journal of the Academy of Marketing Science, 2008, 36(1): 123-137.
  • 10ROGGEVEEN A L, MICHAEL T, GREWALD. Understanding the Co-creation effect: when does collaborating with cus-tomers provide a lift to service recovery- [J]. Journal of the Academy of Marketing Science, 2012, 40(6): 771-790.

二级参考文献22

  • 1焦勇兵.顾客使用网上银行的前置因素研究——基于科技接受模型的观点[J].山西财经大学学报,2007,29(6):94-100. 被引量：9
  • 2Silpakit P, Fisk R P. Services marketing in a changing environment [ J ]. American Marketing Association, 1985, 5(6): 117-121.
  • 3Ennew C T, Binks M R. Impact of participative service relationships on quality, satisfaction and retention: an exploratory study [ J ]. Journal of Business Research, 1999, 46(2) : 121-132.
  • 4Claycomb C, Lengnick-Hall C A. The customer as a productive resource: a pilot study and strategic implications [J]. Journal of Business Strategies, 2001, 18(1): 46-68.
  • 5Hsieh A T, Yen C H, Chin K C. Participative customers as partial employees and service provider workload [ J]. International Journal of Service Industry Management, 2004, 15(2): 187-199.
  • 6Bettencourt L A. Customer voluntary performance: customers as partners in service delivery[J]. Journal of Retailing, 1977, 73(3): 383-406.
  • 7Rodi A R, Kleine S S. Customer participation in services production and delivery[ A]. In Swart T A, Iacobucci D, eds. Handbook of Services Marketing and Management[ C]. Thousand Oaks, CA: Sage, 2000. 111-125.
  • 8Lloyd A E. The role of culture on customer participation in services [ D ]. Hong Kong Polytechnic University, 2003. 23-25.
  • 9Meuter M L, Ostrom A L, Roundtree R I. Self-service technologies: understanding customer satisfaction with technology-based service encounters[ J]. Journal of Marketing, 2000, 64: 50-64.
  • 10Davis F D. Perceived usefulness, perceived ease of use, and user acceptance of information technology [ J ]. MIS Quarterly, 1989, 13(3): 319-339.

共引文献17

同被引文献16

引证文献2

二级引证文献3

北京工业大学学报（社会科学版）
2014年 第6期

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部