服务补救一定会导致顾客满意吗?——基于顾客情绪视角

doi:10.15936/j.cnki.1008-3758.2018.01.007

东北大学学报（社会科学版） ›› 2018, Vol. 20 ›› Issue (1): 44-51.DOI: 10.15936/j.cnki.1008-3758.2018.01.007

服务补救一定会导致顾客满意吗?——基于顾客情绪视角

贾薇，赵哲

(北京林业大学经济管理学院，北京100083)

收稿日期:2017-04-15 修回日期:2017-04-15 出版日期:2018-01-25 发布日期:2018-01-19
通讯作者: 贾薇
作者简介:贾薇(1980-)，女，甘肃兰州人，北京林业大学副教授，管理学博士，主要从事价值创造、服务创新研究。
基金资助:
中央高校基本科研业务费专项资金资助项目(2017ZY65);国家自然科学基金资助项目(71472015)。

Does Service Remedy Really Lead to Customer Satisfaction?——From the Perspective of Customer Emotions

JIA Wei， ZHAO Zhe

(School of Economics and Management， Beijing Forestry University， Beijing 100083， China)

Received:2017-04-15 Revised:2017-04-15 Online:2018-01-25 Published:2018-01-19
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摘要/Abstract

摘要： 服务补救是营销领域研究重点，而服务补救后的顾客情绪在顾客对服务过程的整体评价中起到至关重要的作用。基于顾客情绪视角，将心理学中的环状情绪模型引入到服务补救的研究中，探讨了服务失误情境下不同的服务补救方式会引致不同的顾客情绪，并对顾客满意产生不同的影响。研究结果表明:服务失误后，及时主动的补救方式能够激起更强烈的唤起情绪和愉快情绪;服务补救后引致的顾客唤起情绪和愉快情绪均会对顾客满意产生显著的正面影响;服务补救后引致的顾客唤起情绪对顾客满意的影响大于愉快情绪对顾客满意的影响。

关键词: 服务补救, 顾客情绪, 顾客满意, 环状情绪模型

Abstract: Service remedy is crucial to marketing， and customer emotions after the remedy play an important role in their evaluation of the entire service. From the perspective of customer emotion， the circum flex model is introduced into the research of service remedy and a new model is established which involves the relationship among service remedy， customer emotion and customer satisfaction. The results show that timely and initiative remedial measures will lead togreater pleasure and higher arousal after faulty services occur; the enhanced pleasure and arousal will exert positive effect on the satisfaction degree of customers; and after service remedy， arousal will have more influence on customers' satisfaction degree compared to pleasure.

Key words: service remedy, customer emotion, customer satisfaction, circum flex model

中图分类号:

F719.9

贾薇，赵哲. 服务补救一定会导致顾客满意吗?——基于顾客情绪视角[J]. 东北大学学报（社会科学版）, 2018, 20(1): 44-51.

JIA Wei， ZHAO Zhe. Does Service Remedy Really Lead to Customer Satisfaction?——From the Perspective of Customer Emotions[J]. Journal of Northeastern University(Social Science), 2018, 20(1): 44-51.

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服务补救一定会导致顾客满意吗?——基于顾客情绪视角

Does Service Remedy Really Lead to Customer Satisfaction?——From the Perspective of Customer Emotions

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