【摘要】 服务补救是服务型企业对顾客不满和抱怨行为做出的补救性反应,补救绩效是服务补救措施给企业带来的实际效果,服务补救是影响补救绩效的重要因素。以汽车4S店为研究对象,检验服务补救影响补救绩效的理论模型。结果表明,服务补救以其维度特征对补救绩效产生影响,而顾客个性特征显著调节这一影响过程。最后,提出了汽车4S店提升服务补救绩效的管理建议。更多还原

【Abstract】 Service recovery is the remedial activity which service-oriented business conducts according to customer dissatisfaction and complaints,as well as the key factor affects recovery performance,which results from service recovery activities.From the perspective of auto 4Sshops’ customers,this paper makes empirical test for the model between service recovery and recovery performance.The research results indicate that service recovery has positive direct effect on recovery performance,and customer personality significantly moderates the relation ship between service recovery and recovery performance.Finally, managerial implications in auto 4Sshops are proposed based on the research discussions.更多还原