欢迎您！东篱公司
退出
-
申报数据库
-
立项数据库
-
成果数据库
-
项目获奖数据库
中文摘要：
从消费者心理角度出发，构建了服务补救影响消费者持续信任的概念模型，运用情景模拟方法收集了246份有效问卷，并利用SPSS20．0和AMOS20．0对模型进行检验。研究表明，服务补救中的有形补偿和响应速度对消费者持续信任和补救后满意均有显著的正向影响，补救后满意又显著影响消费者持续信任。两类失误归因中，稳定性归因对服务补救与消费者持续正直信任、持续能力信任和补救后满意之间的关系起调节作用，可控性归因对服务补救与持续正直信任和持续友善信任的关系起调节作用。
英文摘要：
From the perspective of customer psychology, this paper set up the conceptual model of customer continuous trust, which was affected by service recovery based 246 valid questionnaires by scenario simulation, and then the model was test by SPSS20.0 and AMOS20.0. Result revealed that, tangible compensation and response speed had significant positive effect on customer continuous trust and satisfaction with recovery, and the later also had great impact on customer continuous trust. For the service failure attribution, stability attribution moderated the correlation between service recovery and continuous integrity trust, continuous capability trust, satisfaction with recovery; controllability attribution moderated the correlation between service recovery and continuous integrity trust, continuous benevolence trust.
同期刊论文项目
同项目期刊论文
期刊信息
位置：