Journal of Northeastern University(Social Science) ›› 2018, Vol. 20 ›› Issue (1): 44-51.DOI: 10.15936/j.cnki.1008-3758.2018.01.007

• Economics and Management • Previous Articles     Next Articles

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

JIA Wei, ZHAO Zhe   

  1. (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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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

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