快递企业顾客抱怨行为的心理学研究

Psychology Research of the Express Enterprise Customer Complaint Behavior

基于计划行为理论,研究快递企业顾客抱怨行为的动因。文中运用调查问卷的方法进行研究,抱怨行为选取了四类抱怨行为,包括沉默抵制、负面口碑、直接抱怨和向第三方抱怨。调查结果分析表明,顾客更多的采取的是沉默抵制和负面口碑。

The paper mainly study the motivation of customers complain of express enterprise based on the theory of planned behavior. This article applies the method of questionnaire, complain behavior select the four types of behavior, including silent resistance, negative word of mouth, direct complaining and complaining to a third party. The results of the survey indicate that overwhelming majority of customer take silence resistance and negative word of mouth.