大学生网购情境下服务补救对顾客忠诚的影响研究被引量：2

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摘要本文以服务补救为切入点,以网购大学生为研究对象,以行为忠诚和态度忠诚为后续变量,主要运用因子分析和结构方程分析方法,测评了服务失败情境下,服务补救对顾客满意度、忠诚度的影响。研究结果显示:网络商家服务补救各维度均对顾客满意具有显著正向影响;顾客满意对大学生群体的态度忠诚以及行为忠诚具有正向影响;网络商家的服务补救各维度均对顾客的态度忠诚具有正向影响,制度、道歉、有形补偿与行为忠诚不相关。

作者周红方健雯

机构地区苏州大学东吴商学院苏州大学中国特色城镇化研究中心

出处《中国市场》 2015年第6期8-11,共4页 China Market

关键词网络购物网上服务补救顾客满意顾客忠诚

分类号 F724.6 [经济管理—产业经济] F274 [经济管理—企业管理] G645.5 [文化科学—高等教育学]

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