企业抱怨处理对顾客评价的影响实证研究

An Empirical Study of the Effects of Complaint Handling on Customer’s Evaluations

运用制造业和服务业的截面数据对不同企业的质量意识、抱怨处理反应与顾客对企业的评价之间的关系做了实证研究。结果表明,企业的质量意识越高、对抱怨处理越积极有效,顾客对企业的总体评价也越高,而质量意识与抱怨处理水平间未发现有显著效应,这表明了质量意识与抱怨处理水平间具有某种"分离性"。

The cross-sectional data of manufacture ＆ service industries in China were used to analyze the effects of the quality consciousness and complaint handing on customer valuation. Research results show that the more quality consciousness and higher complaint handing level the firm owned, the higher customer valuation the firm got. But the significant effect between quality consciousness and complaint handling wasn＇t found, this seemed to show that there is some separability between the two factors.