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
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
收藏
页码:85 / 94+172 +172
页数:11
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