服务补救中情绪对补救后顾客满意和行为的影响——基于情绪感染视角的研究

被引：73

作者：

杜建刚 ^{[1
]}

范秀成 ^{[2
]}

机构：

[1] 南开大学

[2] 不详

来源：

管理世界 | 2007年 / 08期

关键词：

服务补救; 情绪感染; 补救后满意; 行为倾向;

D O I：

10.19744/j.cnki.11-1235/f.2007.08.011

中图分类号：

F274 [企业供销管理];

学科分类号：

1201 ;

摘要：

本文在充分回顾服务补救文献的基础上,以情绪感染为理论依据,详细探讨了顾客在服务补救中的情绪反应机制,并提出了情绪对满意和行为影响的概念模型。作者采用真实情景录像模拟法,通过对学生样本的实验研究,验证了情绪感染在服务补救情景中是真实存在的,同时论证了情绪对顾客满意和行为的直接作用。文中的最后为服务企业制定正确的服务补救战略提出了建议。

引用

页码：85 / 94+172 +172

页数：11

共 34 条

[11]

世界优秀统计工具SPSS 11统计分析教程[M]. 北京希望电子出版社 , 张文彤主编, 2002

[12] Are all smiles created equal? How emotional contagion and emotional labor affect service relationships [J].

Hennig-Thurau, Thorsten ;

Groth, Markus ;

Paul, Michael ;

Gremler, Dwayne D. .

JOURNAL OF MARKETING, 2006, 70 (03) :58-73

[13]

The impact of perceived justice on consumers’ emotional responses to service complaint experiences[J] . Klaus Schoefer,Christine Ennew.Journal of Services Marketing . 2005 (5)

[14] Antecedents and consequences of the service climate in boundary-spanning self-managing service teams [J].

de Jong, A ;

de Ruyter, K ;

Lemmink, J .

JOURNAL OF MARKETING, 2004, 68 (02) :18-35

[15]

Consumer complaining to firms: the determinants of channel choice[J] . Anna S. Mattila,Jochen Wirtz.Journal of Services Marketing . 2004 (2)

[16]

How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study[J] . Jean-Charles Chebat,Witold Slusarczyk.Journal of Business Research . 2003 (5)

[17]

Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent[J] . James G Maxham,Richard G Netemeyer.Journal of Retailing . 2002 (4)

[18]

The effectiveness of service recovery in a multi-industry setting[J] . Anna S. Mattila.Journal of Services Marketing . 2001 (7)

[19]

Service with a Smile: Emotional Contagion in the Service Encounter[J] . S. Douglas Pugh.The Academy of Management Journal . 2001 (5)

[20]

Affective consumer responses in service encounters: The emotional content in narratives of critical incidents[J] . Willemijn van Dolen,Jos Lemmink,Jan Mattsson,Ingrid Rhoen.Journal of Economic Psychology . 2001 (3)

← 1 2 3 4 →