服务补救中人格特质对顾客满意度之影响的实证研究

发布时间：2018-05-20 22:21

本文选题：服务补救 + 满意度　；参考：《陕西师范大学》2013年硕士论文

【摘要】：随着城市的繁荣,居民的日益增多,我国的服务业越来越受到人们的重视,与此同时,服务失误却不可避免,不仅损害了顾客的利益,也损害了服务企业的利益。因此,在服务失误或失败的情况下,需要采取必要地服务补救措施,重新建立顾客满意和忠诚。本文从消费者人格特质视角下,首先介绍了人格特质的定义与特点并进行分类;通过服务补救中顾客的人格特质的不同,基于消费者满意理论的期望模型,对顾客的人格特质与满意度进行相关性分析。分析结果显示,在服务补救过程中,不同人格特质类型的顾客,对服务补救期望和感知补救质量存在明显差异,因此对服务补救措施等的要求有所差异。但不论什么人格特质类型的顾客,都与补救期望之间存在负向效应；而与感知质量之间存在正向的效应。对于企业而言,企业面对服务失败所要做的。首先,勇于面对服务失败的现实。采取及时、有效的措施,弥补服务失败带来的负面效应,使得顾客满意,并重新对企业建立信心,实现保留顾客的目的。其次,务必做到切实有效。就对于顾客人格特质这一点出发而言,不同人格特质类型的顾客,对服务补救的要求有所不同。因此,应充分考虑顾客的不同需求,不应采取死板,固定的服务补救措施,尽可能的做到使得不同人格特质类型的顾客都能达到满意。最后,做好预防工作。反思服务失败的原因,并举一反三,并就其不足做出改正,杜绝相同的错误再次发生
[Abstract]:With the prosperity of the city and the increasing number of residents, people pay more and more attention to the service industry in our country. At the same time, the service failure is inevitable, which not only damages the interests of the customers, but also the interests of the service enterprises. Therefore, in the event of service failure or failure, necessary remedial measures should be taken to re-establish customer satisfaction and loyalty. From the perspective of consumer personality trait, this paper first introduces the definition and characteristics of personality trait and classifies it. Through the difference of customer personality trait in service remedy, the expectation model based on consumer satisfaction theory, The relationship between customer personality traits and satisfaction was analyzed. The results show that in the process of service remediation, there are obvious differences between the expectation of service remedy and perceived quality of service remedy among customers with different personality traits, so the requirements of service remedy measures are different. However, no matter what type of personality the customer has, there is a negative effect between the customer and the expectation of remedy, and a positive effect between the customer and the perceived quality. To the enterprise, the enterprise faces the service failure to do. First of all, the courage to face the reality of service failure. Take timely and effective measures to make up for the negative effect of service failure, make customer satisfaction, and re-establish confidence in the enterprise to achieve the purpose of customer retention. Second, be sure to be effective. In terms of customer personality traits, different types of personality traits require different service remediation. Therefore, we should fully consider the different needs of customers, should not take rigid, fixed service remedial measures, as far as possible to make different types of personality characteristics of customers can achieve satisfaction. Finally, do a good job of prevention. Reflect on the reasons for the failure of the service, and learn from each other, and make corrections to its shortcomings to prevent the same mistakes from happening again
【学位授予单位】：陕西师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F719;F713.5

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