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关系类型对服务补救效果的影响 被引量:4

The Relational Remedy Effect on Service
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摘要 本文以顾客关系类型为调节变量,通过情景模拟实验法,考察顾客关系类型对服务补救效果的影响。研究发现,顾客关系具有弱化服务失败的负面影响作用,服务失败发生后,关系导向型顾客的满意度相对较高,再购意愿相对较强,但传播正面口碑的意愿不强。另外,顾客关系与补救水平两个变量间彼此独立,但作用效果具有累加性。
作者 董春艳
出处 《东北财经大学学报》 2007年第5期26-29,共4页 Journal of Dongbei University of Finance and Economics
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