摘要
以感知公平理论为基础,把顾客信任作为调节变量引入研究中,构建航班延误情景下服务补救、感知公平、顾客满意和顾客信任的关系模型,运用结构方程模型(SEM)对研究假设进行验证。研究结果表明:服务补救四维度显著正向影响顾客满意;实物补偿显著正向影响结果公平,响应速度显著正向影响程序公平,道歉、补救主动性显著正向影响互动公平。感知公平各维度中介服务补救各维度与顾客满意之间的关系,顾客信任正向调节服务补救四维度对顾客满意的影响。
Based on the theory of perceived fairness,the article introduced customer trust as a moderating variable into the study,and constructed a relationship model of flight delay service recovery,perceived fairness,customer satisfaction and customer trust.Using structural equation modeling(SEM)to verify the research hypothesis.The research results show that the four dimensions of service recovery for flight delays have a significant positive impact on customer satisfaction,tangible compensation has a significant positive impact on result fairness,response speed has a significant positive effect on procedural fairness,and apology and initiative recovery significantly positively affect interactive fairness.Perceived fairness plays a mediating role between the four dimensions of service recovery and customer satisfaction.Customer trust positively moderates the impact of the four dimensions of service recovery on customer satisfaction.
作者
张艺
ZHANG Yi(School of Economics and Management,Civil Aviation University of China,Tianjin 300300,China)
出处
《物流科技》
2022年第7期22-26,共5页
Logistics Sci-Tech
基金
国家社会科学基金项目(13CGL005)。
关键词
航班延误
服务补救
感知公平
顾客满意
顾客信任
flight delays
service recovery
perceived fairness
customer satisfaction
customer trust
