Mixed Findings on the Service Recovery Paradox
Mixed Findings on the Service Recovery Paradox
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关于服务恢复悖论的结果好坏参半
DOI：
10.1080/02642060701453130
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发表时间：
2007
期刊：
影响因子：
--
通讯作者：
C. Shanklin
中科院分区：
文献类型：
--
作者：
C. Ok;K. Back;C. Shanklin
本研究旨在探讨服务补救悖论与顾客整体满意度的双重偏差，并探讨服务补救悖论与顾客整体满意度之间的关系。本研究采用2 × 2 × 2析因设计，采用情景实验，对公平感的三个维度分别进行两个水平的操作。研究中使用了286名休闲餐厅顾客的便利样本。在考虑服务补救悖论定义中的"如果"条件的基础上，根据补救满意度选取四组顾客，采用配对样本t检验对补救悖论和双离差效应进行检验。当顾客对服务补救非常满意时（补救悖论），补救后顾客的总体满意度可能会高于初始的总体满意度。当客户对恢复工作有些满意时，他们最初的总体满意度可以在两次事务性评估后继续。当顾客对服务补救非常不满意或有些不满意时，双偏差效应是明显的和一致的。
The purpose of this study was to test the service recovery paradox and double deviation on customers' overall satisfaction considering definitional and methodological issues. This study employed a scenario experimentation manipulated three dimensions of justice at two levels each (2 × 2 × 2 factorial design). A convenience sample of 286 casual restaurant customers was used in the study. Paired sample t-tests were employed to test recovery paradox and double deviation effects after selecting four groups of customers based on recovery satisfaction to take into account the if-condition in the definition of the service recovery paradox. Customers' post-recovery overall satisfaction could be higher than their initial overall satisfaction provided customers were highly satisfied with service recovery (recovery paradox). When customers are somewhat satisfied with recovery efforts, their initial overall satisfaction could be carried over after two transactional evaluations. Double deviation effects were obvious and consistent when customers were either highly dissatisfied or somewhat dissatisfied with service recovery.