企业社会责任感知与消费者归因对服务性企业服务补救满意度的影响——基于顾客认同的中介作用

发布时间：2018-06-25 22:00

本文选题：企业社会责任感知 + 消费者归因　；参考：《南开管理评论》2017年03期

【摘要】：服务失败是服务性企业日常经营中的常见现象,企业通常以服务补救措施来减少服务失败的影响,但现有服务补救措施瞄准的一般是影响服务失败的直接因素和可控因素。本文立足影响服务失败的深层原因,以来自北京市餐饮企业的270位顾客为研究对象,基于消费者归因的调节作用和顾客认同的中介作用,通过研究企业社会责任感知与服务补救满意度之间的关系,考察了间接因素和非可控因素的影响及作用机制。结果表明:(1)企业社会责任感知这一间接因素能够正向影响顾客认同,并且相比将服务失败归因于企业可控因素的情境,当消费者将服务失败归因于非可控因素时,企业社会责任感知对顾客认同的影响更强;(2)消费者的顾客认同越高,其服务补救满意度相对更高;(3)顾客认同在企业社会责任感知和消费者归因与服务补救满意度的关系中起到部分中介作用。本文的研究拓展了服务管理的研究视野,为发展服务管理措施提供了新的视角。
[Abstract]:Service failure is a common phenomenon in the daily operation of service enterprises. Enterprises usually use service remedial measures to reduce the impact of service failure, but the existing service remedial measures aim at the direct and controllable factors that affect service failure. Based on the deep causes of service failure, this paper takes 270 customers from catering enterprises in Beijing as the research object, based on the adjustment of consumer attribution and the intermediary role of customer identity. By studying the relationship between corporate social responsibility knowledge and satisfaction degree of service remedy, the influence and mechanism of indirect and uncontrollable factors are investigated. The results show that: (1) the corporate social responsibility knows that this indirect factor can positively affect customer identification, and compared with the situation in which service failure is attributed to controllable factors, when consumers attribute service failure to uncontrollable factors, Corporate social responsibility has a stronger impact on customer identity. (2) the higher the customer identity, the higher the customer identity. (3) customer identity plays an intermediary role in the relationship between corporate social responsibility and the relationship between consumer attribution and service recovery satisfaction. The research of this paper expands the research field of service management and provides a new perspective for the development of service management measures.
【作者单位】：中央财经大学商学院;
【基金】：北京市社会科学基金项目(12JGB046)资助
【分类号】：F270;F274

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