中文摘要：

基于归因理论视角探讨了顾客对供应链其他成员服务失误的反应。发现顾客倾向于将供应链其他成员的运营系统失误归因于核心服务提供者,而将员工自主性行为失误归因于供应链其他成员。对核心服务提供者的失误责任归因及可控性归因程度越高,顾客满意度和再惠顾意愿就越低;失误稳定性归因程度越高,顾客满意度和再惠顾意愿越高。

英文摘要：

By drawing on the notion of attribution theory,we examine the customer reactions to service failure of other members of service supply chain.The results indicate that customer prefer to attributes the service delivery system failure of other members of service supply chain to the core service provider,but prefer to attributes the unprompted and unsolicited employees＇ actions to the service supply chain member.We found out that the higher the causality and controllability attribution to core service provider,the lower satisfaction and repurchase intention of customers;on the contrary,the stability attribution has a positive impact on the customer satisfaction and repurchase intention is also high.