服务失败归因、服务补救与顾客满意度及行为意向的关系研究
发布时间：2018-07-15 15:43
【摘要】：随着我国服务业的快速发展，美发业在服务业中所占的比重越来越大，但同时也暴露出了许多深层刻的问题，其中最突出的问题就是服务失败频繁发生和顾客流失。许多学者都认为服务失败归因、服务补救会影响顾客的满意度及其行为意向。针对顾客对服务失败的归因，采取有效的服务补救措施，可以使得顾客做出有利于企业的行为举动，提高顾客的满意度及重购意向，这必将大大减少顾客的流失率。因此，研究服务失败归因、服务补救与顾客满意度及行为意向之间的关系具有重要意义。 本文依据服务失败归因理论、服务补救理论、顾客满意理论和顾客行为意向理论，综合运用多种分析方法，研究美发业服务失败归因、服务补救与顾客满意度及行为意向之间的关系。本文首先介绍了我国美发业的现状和存在的问题，接着探讨了服务失败归因、服务补救与顾客满意度及行为意向之间的关系的基本理论，然后分析长株潭地区美发业顾客满意度及行为意向的调查数据，研究发现美发业服务失败归因、服务补救对顾客满意度及行为意向有重要影响。 本文的研究创新点主要体现在：通过选取美发业顾客作为研究对象，对服务失败归因、服务补救对顾客满意度及行为意向的影响机制和过程进行了实证分析，，探讨了服务失败归因、服务补救对顾客满意度及行为意向的影响强度，得到了与现实相符合的结果，拓展了服务失败归因理论和服务补救理论的研究领域。
[Abstract]:With the rapid development of service industry in our country, the proportion of hairdressing industry in service industry is more and more large, but also exposed many deep-seated problems, among which the most prominent problem is frequent service failure and customer loss. Many scholars believe that service failure is attributed to service remediation which affects customer satisfaction and behavior intention. According to the attribution of customer service failure, taking effective service remedial measures can make the customer make the behavior in favor of the enterprise, improve the customer satisfaction and repurchase intention, which will greatly reduce the loss rate of the customer. Therefore, it is important to study the relationship between service failure attribution, service remedy, customer satisfaction and behavior intention. Based on service failure attribution theory, service remedy theory, customer satisfaction theory and customer behavior intention theory, this paper studies the attribution of service failure in hairdressing industry by using a variety of analytical methods. The relationship between service remedy and customer satisfaction and behavior intention. This paper first introduces the present situation and existing problems of hairdressing industry in China, and then discusses the basic theory of the relationship between service failure attribution, service remedy, customer satisfaction and behavior intention. Then the investigation data of customer satisfaction and behavior intention of hairdressing industry in Changsha-Zhuzhou-Xiangtan area were analyzed. It was found that the service failure attribution of hairdressing industry and service remedy had important influence on customer satisfaction and behavior intention. The innovation of this paper is mainly reflected in: through selecting the hairdressing industry customer as the research object, the paper makes an empirical analysis on the mechanism and process of service failure attribution, service remedy to customer satisfaction and behavior intention. Service failure attribution and the influence of service remedy on customer satisfaction and behavior intention are discussed. The results are consistent with reality and the research fields of service failure attribution theory and service remedy theory are expanded.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F713.5;F719
[Abstract]:With the rapid development of service industry in our country, the proportion of hairdressing industry in service industry is more and more large, but also exposed many deep-seated problems, among which the most prominent problem is frequent service failure and customer loss. Many scholars believe that service failure is attributed to service remediation which affects customer satisfaction and behavior intention. According to the attribution of customer service failure, taking effective service remedial measures can make the customer make the behavior in favor of the enterprise, improve the customer satisfaction and repurchase intention, which will greatly reduce the loss rate of the customer. Therefore, it is important to study the relationship between service failure attribution, service remedy, customer satisfaction and behavior intention. Based on service failure attribution theory, service remedy theory, customer satisfaction theory and customer behavior intention theory, this paper studies the attribution of service failure in hairdressing industry by using a variety of analytical methods. The relationship between service remedy and customer satisfaction and behavior intention. This paper first introduces the present situation and existing problems of hairdressing industry in China, and then discusses the basic theory of the relationship between service failure attribution, service remedy, customer satisfaction and behavior intention. Then the investigation data of customer satisfaction and behavior intention of hairdressing industry in Changsha-Zhuzhou-Xiangtan area were analyzed. It was found that the service failure attribution of hairdressing industry and service remedy had important influence on customer satisfaction and behavior intention. The innovation of this paper is mainly reflected in: through selecting the hairdressing industry customer as the research object, the paper makes an empirical analysis on the mechanism and process of service failure attribution, service remedy to customer satisfaction and behavior intention. Service failure attribution and the influence of service remedy on customer satisfaction and behavior intention are discussed. The results are consistent with reality and the research fields of service failure attribution theory and service remedy theory are expanded.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F713.5;F719
【参考文献】
相关期刊论文 前10条
1 张圣亮;杨锟;;服务补救时机对消费者情绪和行为意向的影响[J];北京邮电大学学报(社会科学版);2010年05期
2 张圣亮;张文光;;服务补救程度对消费者情绪和行为意向的影响[J];北京理工大学学报(社会科学版);2009年06期
3 严浩仁;;服务补救的公平要素及其对顾客满意的影响研究[J];消费导刊;2009年03期
4
本文编号：2124574
本文链接：https://www.wllwen.com/jingjilunwen/fwjj/2124574.html
