基于感知公平的服務(wù)補(bǔ)救期望及顧客滿意度的實(shí)證研究.pdf

1、江西財(cái)經(jīng)大學(xué)碩士學(xué)位論文基于感知公平的服務(wù)補(bǔ)救期望及顧客滿意度的實(shí)證研究姓名：李帆申請(qǐng)學(xué)位級(jí)別：碩士專(zhuān)業(yè)：企業(yè)管理指導(dǎo)教師：蔡升桂20091201AbstractTheservicefailurecan’tbeavoidablebecauseoftheintangibilitysimultaneityofproducingandconsuming，andeasypassingcharactersofserviceServicefailu

2、redecreasescustomersatisfactionanddestroyscustomerloyaltywhichdoesn’tmeanthatthecompanywillcertainlylosecustomersEffectiveservicerecoveryCannotonlymakethecompanyrestoreoverfromthefailure，butalSOincreasecustomerawarenesso

3、fthecompanyimageⅥmenservicefailurehappens，themajorityofcustomerswhoaredissatisfiedwouldnourishthethoughtofservicerecoveryIfservicefailureiSmuchseverercustomerswouldhaveahigherexpectationonservicerecoveryandalowersatisfac

4、tionafterrecoveryThereforetlleservicerecoveryexpectationshaveallimportantimpactoncustomers’satisfactionofrecoveryHoweverchineseexistingstudiesonservicefailurearemostlydonefromcustomerperceivedvalueandrecoveryeffects，fews

5、tudiesfocusontheservicerecoveryexpectationsSoitiSnecessarytoexploretheservicerecoveryexpectationsAndthisstudyexaminestherelationshipsbetweenservicerecoveryexpectationsandcustomersatisfaction，Previousstudieshavefoundthatt

6、heperceptionofjusticeplaysaveryimportantroleinexplainingcustomersatisfactionafterrecoveryIntermsofrelatedtheories，thedissertationproposeshypotheses，andusesthecriticalincidentstechnique(CIT)methodwithasampleofconsumersfro

7、mNanchangcateringindustryItexplorestheinfluenceofcustomerperceivediusticeonrecoveryexpectationandcustomersatisfactionwhenservicefailureoccurs，includingservicerecoveryqualityservicerecoveryexpectationandcustomersatisfacti

8、onSuchkindofstudyhasgreatmeaningofinitiationinthefieldofmarketingmanagementinChinanowFirstofall，thisstudyreviewstherelevantpapers，andmakesupatheoreticalmodelandputsforthsomecorrespondingassumptionsThenthisshudycontinuest

9、odesignaquestionnaireandmakeasurveytocollectthesampledataFinally，itanalysisthesedatabysomestatisticalsoftwares，includingdescriptivestatisticsanalysis，reliabilityandvalidityanalysis，factoranalysisandstructuralequmionmodel

10、inganalysisTheresultsshowthateachdimensionofperceivedjusticeshowsubstantialpositiveinfluenceoverservicerecoveryqualityandcustomersatisfaction，andtheimpactofinteractionaljusticeonservicerecoveryqualityandcustomersatisfact

11、ioniSgreatest；interactionaljusticeshowsubstantialnegmiveinfluenceoverservicerecoveryexpectations，whiledistributivejusticeandproceduraljusticeandservicequalitydonotshowit；servicequalityshowsubstantialpositiveinfluenceover

12、customersatisfaction，whileservicerecoveryexpectationsshowsubstantialnegativeinfluenceovercustomersatisfactionUltimatelythispaperputsforwardanumberofmarketingsuggetioninordertochangeservicerecoveryqualityandindicatescerta