七维度对服务补救体系绩效的影响

An Empirical Examination of Effect of Seven Structural Dimensions of Service Recovery System on Recovery Performance

转型中的中国服务业在观念上越来越意识到服务补救的重要性,然而调查显示,很多服务失误往往由于企业自身补救体系的不完善而被忽视或者得不到及时反映。在充分的理论研究基础上,提出服务补救体系是一个由规章制度正式性、分权、顾客参与、综合性、可及性、员工培训强度和资源投入强度七个维度构成的完整体系,建立了以服务补救体系七维度为源头的服务补救绩效模型。通过对国内46家服务企业的实证调研,共收集351份有效问卷。使用SPSS17.0和LISREL8.70软件,采用探索性因子分析和验证性因子分析方法,对服务补救绩效量表进行实证分析,找出影响服务补救绩效的关键性因素。最终研究结果可为企业构建自身服务补救体系和评估服务补救绩效提供理论支撑。

China＇s service organizations pay increasingly more attention to service recovery during transition period.However,according to the statistics,a great many service failures are still ignored or not responded because of the incomplete service recovery systems.Based on full literature research,the study proposes that service recovery systems is a multi-dimensional structure,and expounds a recovery performance model by these dimensions.After surveying 46 service organizations,351 valid questionnaires are received.The study uses SPSS17.0 and LISREL8.70 to analyze the scale and makes use of an exploratory and confirmatory factor analysis to explore the crucial influencing factors of recovery performance.Accordingly,the results can provide practicing managers with a tool which to construct their organizations＇ own recovery system or evaluate the recovery performance.