Service recovery expectation model – from the perspectives of consumers
Service recovery expectation model – from the perspectives of consumers
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DOI：
10.1080/02642060801935721
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发表时间：
2010-06
期刊：
影响因子：
--
通讯作者：
Wen-Bao Lin
中科院分区：
文献类型：
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作者：
Wen-Bao Lin
本文探讨了消费者的主要属性，如性格特征、性别、消费次数、参与程度等对服务补救期望的影响。线性多元统计分析和非线性模糊神经网络模型的结合进一步用于分析数据和验证假设。中高端连锁餐饮企业的消费者由于与消费者互动频繁，因此被抽样。实证研究发现，老顾客对服务恢复的期望低于新顾客，男性消费者的期望低于女性消费者。外向型消费者对服务恢复的期望低于内向型消费者。消费者参与度与服务恢复期望之间存在正相关关系。本文从消费者的角度考察了服务补救的期望，旨在帮助企业将服务补救的预处理作为预防措施，而不是像大多数人看到的那样作为补救措施。与绝大多数文献关注西方企业的问题不同，本文以台湾中小企业为对象，并据此构建了管理启示。
This paper explores the influence of the major attributes of consumers, such as personality traits, gender, number of consumptions, and levels of involvement, on service recovery expectations. A combination of linear multivariate statistical analysis and nonlinear fuzzy neural network models is further used to analyse data and validate hypotheses. Consumers of middle-to-high-end Chinese restaurant chains are sampled as the interactions between these restaurants and consumers are frequent. The empirical research finds that old customers have lower expectations of service recovery than new ones and male consumers have lower expectations than female consumers. Extrovert-type consumers have lower expectations of service recovery than introvert-type consumers. There is a positive correlation between consumers' involvement and service recovery expectation. As this paper examines the expectations of service recovery from the perspectives of consumers, it aims to help companies use pre-processing of service recovery as a precautionary measure, rather than as a remedial measure as mostly seen. Different from the vast majority of literature that deals with the issue by focusing on western enterprises, this paper uses small-and-medium enterprises in Taiwan and constructs management implications accordingly.