餐饮行业中服务补救容忍区域研究

发布时间：2018-04-14 11:13

本文选题：服务补救 + 容忍区域　；参考：《西南交通大学》2011年硕士论文

【摘要】：随着我国加入WTO,包含服务业在内的许多行业逐渐开放,使服务企业之间的竞争加剧,所以企业服务质量的提高对其保持市场份额有重要的意义。但是由于服务本身具有的特殊性,导致在服务过程中难免会存在失误或者疏忽,而给予适当的服务补救能使顾客重新获得满意度从而帮助企业留住顾客,因此要提升企业的竞争力就不能忽略服务补救的重要性。另一方面,随着全球跨入服务经济时代,服务水平在某种意义上代表一个国家的经济发展水平,因此服务领域的研究对我国经济发展同样具有重要意义。本研究将容忍区域的概念引入到服务补救情境中,结合餐饮行业中服务失误的特点,构建了餐饮行业服务补救中的顾客容忍区域影响因素模型,并采用相关关系分析以及多元线性回归分析等方法,探究服务失误的严重性、顾客归因、顾客感知服务替代物的数量、顾客关系质量以及过去补救经历这五个变量与服务补救容忍区域之间的相互关系以及关系强度。通过对实证数据的统计分析,其结果显示服务失误严重性、顾客归因、顾客感知服务替代物的数量以及顾客关系质量会对服务补救容忍区域的适当补救期望水平和区域宽度产生显著影响,且顾客归因较其它几个因素对容忍区域的影响更为显著；顾客过去补救经历对服务补救容忍区域的适当补救期望水平和理想补救期望水平都会产生显著影响,且顾客的理想补救期望水平变化速度小于适当补救期望水平,故造成顾客服务补救容忍区域的宽度随之产生变化。最后本文根据研究的结论,有针对性的为餐饮企业提升服务补救质量、保持顾客满意度提供一些参考意见。
[Abstract]:With China's entry into WTO, many industries, including service industry, are opening up gradually, which makes the competition between service enterprises intensify, so the improvement of service quality plays an important role in keeping the market share.However, due to the particularity of service itself, it is inevitable that there will be errors or negligence in the process of service. Giving appropriate service remedy can make customers get satisfaction again and help enterprises retain customers.Therefore, to enhance the competitiveness of enterprises can not ignore the importance of service remediation.On the other hand, as the world steps into the age of service economy, the level of service represents the level of economic development of a country in a certain sense, so the research of service field is also of great significance to the economic development of our country.In this study, the concept of tolerance region is introduced into the service remediation situation, combined with the characteristics of service failure in the catering industry, the model of the regional factors of customer tolerance in the catering industry service recovery is established.Using correlation analysis and multiple linear regression analysis, this paper explores the severity of service failure, customer attribution, customer perception of service alternatives, and so on.The relationship between customer relationship quality and past remediation experience and the tolerance region of service remediation.Through the statistical analysis of the empirical data, the results show that the severity of service failures, customer attribution,The quantity of customer perceived service substitutes and the quality of customer relationship will have a significant impact on the appropriate remediation expectation level and regional width of the service remediation tolerance area, and the customer attribution is more significant than other factors in the tolerance area.The customer's past remediation experience has a significant impact on both the appropriate remediation expectation level and the ideal remediation expectation level in the service remediation tolerance area, and the customer's ideal remediation expectation level changes faster than the appropriate remediation expectation level.As a result, the width of the tolerance area for customer service remediation changes with it.Finally, according to the conclusion of the study, this paper provides some suggestions for catering enterprises to improve service quality and maintain customer satisfaction.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2011
【分类号】：F274;F719.3

【引证文献】