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中文摘要：
探明电子商务环境下服务补救对顾客忠诚的影响机制对电子商务服务企业具有重要意义。本研究采用实证的方式，运用因子分析和结构方程模型的方法建立了在线服务补救与顾客满意和顾客忠诚之间的关系模型，研究发现：在电子商务环境下，服务补救行为可以归纳为：解释、沟通、制度、反馈和赔偿五个维度。其中“赔偿”、“制度”、“反馈”三个维度对顾客满意和顾客忠诚有重要影响。
英文摘要：
Finding how service recovery impacts the customer loyalty is of great significance for e-commerce service enterprises. This empirical study uses factor analysis and structural equation model to establish a model explaining the relationship between online service recovery and customer loyalty. Data analyses prove that service recovery consists of five dimensions： explanation, communication, policy, feedback and compensation. Three dimensions-compensation, policy and feedback are found to have significantly influences on customer satisfaction and customer loyalty.
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