摘要
通过构建酒店服务失误、服务补救、服务补救满意度结构方程模型,检验区位及声誉的调节作用,结果显示(:1)可控制失误对失误不满意的影响并不显著,不可控制失误对失误不满意具有显著性影响,区位和声誉对于服务失误及失误不满意并无调节效果(;2)心理补救及实质补救对服务补救满意均有显著影响,区位及声誉对于服务补救及服务补救满意具有负面调节效果。
A structural equation model that includes hotel service mistakes,service remedies and service remediation satisfaction is constructed to test the moderating effect of location and reputation.Results show that the impact of controllable mistakes on mistake dissatisfaction is not significant while uncontrollable mistakes have a significant impact on mistake dissatisfaction.Location and reputation have no moderating effect on service mistakes and mistake dissatisfaction.Further,the psychological and substantive remedies have a significant impact on the service remediation satisfaction while location and reputation have the negative moderating effects on service remedies and service remediation satisfaction.
作者
白祥
蒋梦莹
彭亚萍
BAI Xiang;JIANG Mengying;PENG Yaping(School of Economics and Management,Xinjiang Agricultural University,Urumqi 830052,China;School of Civil Aviation Management,Xinjiang Tianshan Vocational and Technical University,Urumqi 830017,China)
出处
《海南大学学报（人文社会科学版）》
CSSCI
2024年第5期129-139,共11页
Journal of Hainan University （Humanities & Social Sciences）
关键词
服务失误
服务补救
结构方程
service mistake
service remedy
structural equation
