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題名：關係屬性、歸因與涉入對服務補救期望之影響--以航空業為例
書刊名：行銷評論
作者：方世榮 引用關係／彭彥群
作者(外文)：Fang, Shyh-rong／Peng, Yan-chiun
出版日期：2004
卷期：1:2
頁次：頁31-52
主題關鍵詞：關係屬性；歸因；涉入；服務補救期望；Relationship attribute；Attribution；Involvement；Service recovery expectation
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0)
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  • 共同引用共同引用:0
  • 點閱點閱:84
由於服務具有無形性、不可分割性、變異性與無法儲存等特性，造成業者在經營過程中的高度不確定性。企業所提供之服務一旦發生失誤，就會使消費者對企業產生負面的反應，所以企業必須正視服務補救的重要性。然而，要讓服務補救達到最大效用，就必須瞭解顧客對補救的期望。本研究從關係屬性、歸因與涉入三個構面，探討對服務補救期望的影響，並將補救績效的品質作為服務補救期望與補救後滿意度間關係之干擾因素。本研究以航空業作為調查對象，實證研究發現，關係屬性部份影響服務補救期望，歸因對服務補救期望有顯著的正向影響，涉入對服務補救期望有顯著的正向影響，服務補救期望對補救後的滿意度有顯影響。最後，本研究依據實證分析結果提出結論、建議。
Because of characteristics of the service industry such as intangibility, inseparability, variability, and perishability, it makes service provider to face highly uncertain. Once the service failure happened, consumers will have negative reaction. So companies must regard the service recovery as importance. However, if companies want to have the maximal utility of service recovery, they must understand customers' service recovery expectations. This study examines the relationships between the relationship attribute, attribution, involvement and service recovery expectation. Besides, this study also explored the interaction between customers' service recovery expectations and quality of recovery performance in determining customers' satisfaction after recovery. This study is conducted in the airline industry and obtained the following results: relationship attribute partial effects service recovery expectation; attribution has a positive effect on the service recovery expectation; involvement has a positive effect on the service recovery expectation; service recovery expectation has a negative effect on the satisfaction after recovery. Finally, some discussion and suggestions are provided.
期刊論文
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23.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
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34.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing，12(1)，7-22。  new window
35.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。  new window
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38.Grönroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceived Service Quality。Review of Business，9(3)，10-13。  new window
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圖書
1.Davidow, William H.、Uttal, Bro(1989)。Total customer service: The ultimate weapon。Harper Collins Publishers。  new window
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3.Heider, Fritz(1958)。The Psychology of Interpersonal Relations。John Wiley & Sons, Inc.。  new window
4.Nunnally, Jum C.(1967)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Oliver, R. L.(1997)。Emotional Expression in the Satisfaction Response。Satisfaction: A Behavioral Perspective on the Consumer。Boston：Irwin。  new window
2.Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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