补救服务公平性对顾客与企业关系的影响

The Impact of Service Fairness and Consumption Emotions on Customer Relationships in the Context of Service Recovery

作者在广州白云机场对我国几家大型航空公司的乘客进行了一次问卷调查,探讨补救性服务公平性和顾客消费情感对顾客与企业关系的影响。数据分析结果表明,交往公平性影响顾客的负面情感,服务公平性、顾客感觉中的服务质量和顾客消费情感对顾客满意感、顾客信任感、顾客与服务人员的人际关系纽带、顾客与企业的感情纽带、顾客再购意向和口头宣传意向都有直接或间接的影响。

According to an empirical study and data collected from customers of several airlines in Guangzhou Baiyun International Airport, this paper investigates the impacts of service fairness and consumption emotions on customer relationships in the context of service recovery. The analysis of the data indicates that interactive justice and distributive justice have negative impacts on customer consumption emotions; customer perceived service fairness, service quality and customer consumption e-motions directly or indirectly influence customer satisfaction, customer trust, interpersonal bonds, e-motional bonds, customer repurchase intention and word-of-mouth recommendations.