组织服务失败对客户针对员工行为意向的影响

The Influence of Organizational Service Failure on Customer's Behavior Intention

将组织服务失败分为过程失败和结果失败,严重程度分为高和低,结合客户感知损失和负面情绪以及对组织和服务员工的满意度,建立客户针对服务员工行为意向的影响模型。对收集的305份问卷进行单因素方差分析和回归分析,结果表明:在高严重结果、高严重过程和低严重结果组织服务失败中,客户对服务员工的抱怨倾向显著增加,对服务员工的评分显著降低;在低严重过程组织服务失败中,客户对服务员工的抱怨倾向无显著变化,对服务员工的评分显著降低。

Organizational service failure is divided into process failure and outcome failure. The levels of severity of service failure is divided into high and low. Combined with perceived losses,negative emotions and satisfaction, a model in reference to the influence of organizational service failure on customer＇s behavior intention is established. One-way analysis of variance and regression analysis are used in the collection of 305 available questionnaires to test the hypothetical model. The results show that the complaining intention significantly increased and the score of service employee significantly declined when high severity of outcome failure and process failure, and low severity of outcome failure occurred. When low severity of process failure occurred, the complaining intention had no significantly change, however, the score of service employee significantly declined.