文献类型：期刊文献

中文题名：关系类型对服务失败后顾客反应的影响

英文题名：The Impact of Relationship Type on Customer Responses to Service Failure

作者：肖丽[1];姚耀[1]

机构：[1]华东理工大学商学院工商管理系

年份：2005

卷号：8

期号：6

起止页码：56

中文期刊名：南开管理评论

外文期刊名：Nankai Business Review

收录：CSTPCD;;国家哲学社会科学学术期刊数据库;CSSCI:【CSSCI2004_2005】；

语种：中文

中文关键词：关系类型;服务失败;防御性服务补救;顾客反应;服务关系;虚假服务关系;偶遇服务关系

外文关键词：Relationship Type; Service Failure; Defensive Recovery

摘要：本文探讨了真正服务关系、虚假服务关系和偶遇服务关系三种关系类型对服务失败后顾客反应的影响。研究显示,在遭遇服务失败后三种关系类型的反应差异明显,具有真正服务关系的顾客在服务失败后比其它两类关系类型的顾客具有更高的顾客满意度、更少的负面口碑以及更高的重购倾向,而虚假关系的顾客比偶遇关系的顾客又表现出较高的满意度、较少的负面口碑以及较高的重购倾向。所以关系能够提供防御性服务补救作用,而且相对于其它补救策略更显得未雨绸缪。
This article discusses the impact of three relationship types; i.e. true service relationship, pseudo relationship, and service encounter, on customer responses to service failure. The result indicates that there is distinct difference among the three relationship types following service failure. Customers having true relationship are more satisfied and less negative word-of mouth and higher re-patronage intensions than other two relationship types de, whereas those having pseudo-relationship are more satisfied and less negative word-of mouth and higher re-patronage intensions than those having service encounter do. So relationship can provide defensive recovery benefit. Moreover, relationship can also help take precaution measures in preventing service failures as compared to other recovery strategies.