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先赔礼还是先赔钱? 服务补救策略次序对顾客参与意向的影响 被引量:7
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作者 胥兴安 王璐琪 +2 位作者 王立磊 宋子斌 池更清 《旅游学刊》 CSSCI 北大核心 2022年第9期123-140,共18页
服务失败事件尤其是高严重服务失败事件发生后,企业往往采取赔礼和赔钱两种服务补救策略,以期望通过超额补救措施来弥补顾客损失。虽然服务补救研究由来已久,但是以往研究结论在适当时机下采取合理补救策略次序方面缺乏充分的解释力。... 服务失败事件尤其是高严重服务失败事件发生后,企业往往采取赔礼和赔钱两种服务补救策略,以期望通过超额补救措施来弥补顾客损失。虽然服务补救研究由来已久,但是以往研究结论在适当时机下采取合理补救策略次序方面缺乏充分的解释力。文章将服务失败类型划分为过程型和结果型两类,将补救策略分为精神补救和物质补救两种,基于情绪反应时间动力性理论、双因素理论、期望理论和社会支持理论构建服务失败类型与补救策略次序的组合对顾客参与服务补救意向影响的研究框架。通过设计2[服务失败类型:过程型vs.结果型]×3[服务补救策略次序:先精神补救后物质补救vs.先物质补救后精神补救vs.物质补救和精神补救同时补救(对照组)]的情景模拟实验,重点探讨服务失败类型与补救策略次序组合对顾客参与服务补救意向影响的交互效应,以及顾客感知企业支持在这一过程的中介作用。实验结果表明:过程型服务失败情景下,较之“先物质补救后精神补救”,“先精神补救后物质补救”的补救策略次序分别对顾客参与服务补救意向和顾客感知企业支持的影响更高;结果型服务失败情景下,较之“先精神补救后物质补救”,“先物质补救后精神补救”的补救策略次序分别对顾客参与服务补救意向和顾客感知企业支持的影响更高;顾客感知企业支持在服务失败类型与补救策略次序组合与顾客参与服务补救意向之间具有中介作用。文章为顾客参与服务补救研究提供了理论基础,为服务企业根据不同失败类型实施精准服务补救策略次序,从而提高顾客感知企业支持,激发顾客参与服务补救行为意向提供借鉴指导。 展开更多
关键词 服务失败 服务补救策略 次序效应 顾客感知企业支持 顾客参与服务补救意向
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Surface tidal currents in the open sea area to the east of the Zhoushan Islands measured with high frequency surface wave radar 被引量:3
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作者 SHEN Zhiben WU Xiongbin +2 位作者 FEI Yuejun xu xing'an CHEN Xiaofeng 《Acta Oceanologica Sinica》 SCIE CAS CSCD 2013年第10期5-10,共6页
Based on the quasi-harmonic analysis of 11 d vector ocean currents obtained from two high frequency sur- face wave radars located at Zhujiajian Island and Shengshan Island, the spatial distribution characteristics of ... Based on the quasi-harmonic analysis of 11 d vector ocean currents obtained from two high frequency sur- face wave radars located at Zhujiajian Island and Shengshan Island, the spatial distribution characteristics of surface tidal currents in the open sea area to the east of the Zhoushan Islands of Zhejiang Province, China are studied. The following conclusions are drawn from the analysis: the tidal current pattern in the open sea area to the east of Zhoushan Islands is primarily regular semidiurnal, which is significantly affected by the shallow water constituents. The directions of the major axes of tidal current ellipses of M2 lie approx- imately in the NW-SE direction. With the increasing of distance away from the coast, the directions of the tidal current ellipses gradually shift toward the E-W direction. The tidal currents are mainly reversing cur- rents. The spatial distribution of probable maximum current velocities decreases gradually from northeast to southwest which is basically in accordance with the spatial distribution of measured maximum current velocities. The residual currents near the coast are larger than those far away from the coast. The directions of the residual currents are basically north by east, and the angle to the due north increases gradually with the increasing distance away from the coast. The topography shows a certain impact on the spatial distri- bution of shallow water constituents, the rotation of tidal currents, the probable maximum currents and the residual currents. 展开更多
关键词 high frequency surface wave radar quasi-harmonic analysis Zhoushan Islands of Zhejiang Province of China spatial distribution characteristics surface tidal currents
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