摘要
以公平理论为基础,对在线环境下服务补救对顾客忠诚的影响机制进行了实证研究。研究发现:在线环境下,服务补救行为可以归纳为解释、沟通、制度、反馈和赔偿5个维度,其中解释和沟通通过交互公平正向影响顾客忠诚,制度和反馈通过程序公平正向影响顾客忠诚,赔偿通过结果公平正向影响顾客忠诚。
Using factor analysis and regression analysis,this paper conducts an empirical analysis on the relationship between online service recovery and customer loyalty,and a model is built to analyze this relationship on the basis of justice theory.The study proves that service recovery is consisted of five dimensions：explanation,communication,system,feedback and compensation in e-business.Service recovery has important influence on customer-perceived justice and customer loyalty.
出处
《管理学报》
CSSCI
北大核心
2013年第10期1512-1519,共8页
Chinese Journal of Management
基金
国家自然科学基金资助项目(71072032)
关键词
服务补救
公平理论
顾客忠诚
service recovery
justice theory
customer loyalty
