中文摘要：

本研究旨在探讨不同类型服务失败情境下,内外归因解释的补救效果差异,进而检验公平理论和归因理论在服务补救中的理论解释力。对96名大学生被试进行实验室实验的结果表明,失败类型与补救方式之间存在着显著的交互作用：对基于能力的服务失败事件,内部归因解释的补救效果更好;而对基于诚信的服务失败事件,外部归因解释的补救效果更好。由此得出结论,公平理论和归因理论各自都有助于解释服务补救的过程机理,只是这种解释力会随着服务失败事件的类型而权变。

英文摘要：

In order to explore the mechanism of service recovery, 96 undergraduates were employed in a simulated experiment and worked on a purchasing task, to examine the effects of explanations with internal versus external attribution for service recovery under various service failure settings. The result shows that the interaction between failure types and recovery strategies is significant. Specifically, when the service failure in- cident is perceived relating to the matter of competence, explanation with internal attribution has a better re- covery effect. Instead, when service failure incident is perceived relating to the matter of integrity, explanation with external attribution has a better recovery effect. Therefore, both justice theory and attribution theory help explain the mechanism of service recovery, while which one is more convincing depends on failure types.