期刊文献+
任意字段
题名或关键词
题名
关键词
文摘
作者
第一作者
机构
刊名
分类号
参考文献
作者简介
基金资助
栏目信息

服务补救情境下银行业的顾客满意度实证研究 被引量：6

Empirical Research on Customer Satisfaction in Service Recovery Context
下载PDF
导出
摘要 将"服务公平"、"不一致"、"补救期望"、"补救感知质量"和"失误归因"等变量引入服务补救与顾客满意的模型中,借鉴服务公平模型、RECOVSAT和SERVQUAL量表,设计调查问卷,并运用SPSS11.0和LISREL8.70对量表的信度、效度与模型的拟合性进行了验证。在此基础上对长沙市四大商业银行服务补救情境下顾客满意的现状与特征进行实证研究。研究结果验证了服务公平与归因理论的相关观点,并提出了相应对策。 This study aims to explore the empirical effects of recovery efforts on satisfaction in China＇s banking industry in term of four variables：expectation,perceived recovery quality,causality attribution,and service fairness. SPSS11.0 LISREL 8.70 are used for model testing and reliability validity testing. Based on Goodwin＇s justice framework,Boshoff＇s RECOVSAT scale and PZB＇s SERVQUAL scale,we design the questionnaire and conduct the survey. Our empirical study verifies assumptions in Fairness Theory and Attribution Theory. Finally,managerial implications of the study are discussed.
作者 杨丽华 廖进中 时格格
机构地区 湖南大学经贸学院 中南林业科技大学商学院
出处 《软科学》 CSSCI 北大核心 2010年第7期133-137,共5页 Soft Science
基金 湖南省哲学社会科学基金资助项目(09YBB439) 湖南省教育厅优秀青年项目(08B088)
关键词 银行业 服务失误 服务补救 顾客满意 banking industry service failure service recovery customer satisfaction
分类号 F830.4 [经济管理—金融学]
  • 相关文献

参考文献13

  • 1Lovelock C.Service Marketing[M].Beijing:Tsing Hua University Press,2001.64-65.
  • 2Seawright K,Detinne K B.An Empirical Examination of Service Recovery Design[J].Marketing Intelligence & Planning,2008,26(3):253-274.
  • 3Oliver R,Swan J.Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactons:A Field Survey Approach[J].Journal of Marketing,1989,50(4):21-35.
  • 4Boshoff C.A Re-assessment and Refinement of RECOVSAT:An Instrument to Measure Satisfaction with Transaction-Specific Service Recovery[J].Managing Service Quality,2005,15(5):410-425.
  • 5Parasuraman A,Zeithaml V A,Berry L.Servqual:A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality[J].Journal of Retailing.1988,64(5)12-40.
  • 6Bell C,Zemke R.Service Breakdown:The Road to Recovery[J].Management Review.1987,75(10):32-35.
  • 7Bhandari M S,Tsarenko Y,Polonsky M J.A Proposed Multi-dimensional Approach to Evaluating Service Recovery[J].Journal of Services Marketing,2007,21(3):174-185.
  • 8范秀成,刘建华.顾客关系、信任与顾客对服务失败的反应[J].南开管理评论,2004,7(6):9-14. 被引量：54
  • 9Smith A K,Bolton R N.The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Setisfaction Judgments[J].Journal of the Academy of Marketing Science.2002,30(1):5-23.
  • 10Kathleen S,Berry L.Service Fairness:What It is and Why It Matters[J].Academy of Management Executive.1998,12(2):8-20.

二级参考文献21

  • 1Lind, E. Allan (2001). Fairness Heuristic Theory: Justice Judgments as Pivotal Cognitions in Organizational Relations. In J.Greenberg & R. Cropanzano (Eds.), Advances in Organizational Justice, 56-88. Stanford, CA: Stanford University Press.
  • 2Brockner, J., Chen, Y-R., Mannix, E. A., Leung, K., & Skarlicki,D. P. (2000). Culture and Procedural Fairness: When the Effects of What You Do Depend on How You Do It. Administrative Science Quarterly, 45: 138-159.
  • 3Morgan, R. M. and Hunt, S. D. (1994). The Commitment-trust Theory of Relationship Marketing . Journal of Marketing, 58(3):20-38.
  • 4Thibaut, J., and Walker, L. (1975), Procedural Justice, Hillsdale,NJ: Lawrence Erlbaum.
  • 5Lind, E. Allan and Tom R. Tyler (1988). The Social Psychology of Procedural Justice, New York: Academic Press.
  • 6Greenberg, J. (1990), Organizational Justice: Yesterday, Today and Tomorrow, Journal of Management, 16(2), 399-432.
  • 7Swan, John E. and Linda Jones Combs (1976). Product Performance and Customer Satisfaction: a New Concept. Journal of Marketing, 40 (April), 25-31.
  • 8Maddox, R. Neil (1981). Two-Factor Theory and Consumer Satisfaction: Replication and Extension. Journal of Consumer Research, 8(1), 97-102.
  • 9Caddote, E. R. and N. Turgeon. (1998). Dis-satisfiers and Satisfiers: Suggestions for Consumer Complaints and Compliments. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1, 74-79.
  • 10Johnston, R. (1995). The Determinants of Service Quality:Satisfiers and Dissatisfiers. International Journal of Service Industry Management, 6(5), 53-71.

共引文献53

同被引文献37

  • 1杜建刚,范秀成.服务补救中情绪对补救后顾客满意和行为的影响——基于情绪感染视角的研究[J].管理世界,2007,23(8):85-94. 被引量：79
  • 2Chip R.Bell and Ron E.Zemke.Service breakdown:the road to service Recovery [J].Management Review(October 1987): 32-35.
  • 3Christopher W.LHart,James LHeskett,and W.Earl Sasser,Jr. The Profitable Art of Service Recovery [J].Harvard Business Review,l 990(7-8) :1 48.156.
  • 4Smith,A.K.,Bohon, ,R.N.& Wagner,J.A model of customer satisfaction with service encounters involving failure and recov- ery [ J ].Journal of Marketing Research, 1999,36 (8) : 356-372.
  • 5Bhandari M S.Tsarenko Y,Polonsky M J.A Proposed Multidimensional Approach to Evaluating Service Recovery[J].Joumal of Services Marketing,2007,21 (3) : 174- 185.
  • 6Davidow,Moshe,The Bottom Line Impart Of Organizational Responses to Customer Complaints,Journal of Hospirality and Tourism Research, 2000,24 (4), 73-90.
  • 7克里斯廷·格罗鲁斯.服务管理与营销(第2版)[M].北京:电子工业出版社,2002.
  • 8郑秋莹,范秀成.网上零售业服务补救策略研究——基于公平理论和期望理论的探讨[J].管理评论,2007,19(10):17-23. 被引量：42
  • 9Goodwin C,Ross I.Salient Dimensions of Perceived Fairness in Resolution of Service Complaints[J].Journal of Consumer Satisfaction,Dissatisfaction and Complaining Behavior,1992,12(2):87-92.
  • 10Churchill Gilbert A Jr.A paradigm for Developing Better Measures of Marketing Constructs[J].Journal of Marketing Research,1979,16 (1):63-74.

引证文献6

二级引证文献23

软科学
2010年 第7期

相关作者

内容加载中请稍等...

相关机构

内容加载中请稍等...

相关主题

内容加载中请稍等...

浏览历史

内容加载中请稍等...
;
使用帮助 返回顶部