考虑顾客参与的高接触型服务补救中，员工和顾客受服务失败所带来的不确定环境影响，形成非理性和具有偏差的决策判断，引发负面情绪甚至情绪失控导致补救失败。高接触型服务企业面临的核心问题之一，即如何通过顾客参与营造良好的情绪氛围以提升补救绩效。本项目拟从启发式偏差视角，考虑员工和顾客在服务补救中非理性和具有偏差的决策判断，对情绪氛围的内在形成机理进行理论推演和实证分析，借助情景实验揭示价值共创与情绪氛围的交互作用机制，同时考量其对最终绩效的作用效果。主要研究：1）基于启发式偏差的情绪氛围内在形成机理；2）考虑启发式偏差的价值共创对情绪氛围的交互作用机制；3）价值共创与情绪氛围的交互影响对补救绩效的提升效果评价。本项目预期研究成果拟开拓服务补救情景刻画的新视角，构建并验证价值共创对情绪氛围影响的概念模型，为高接触型服务企业引导顾客参与价值共创、营造良好情绪氛围以提升补救绩效提供决策支持。

In high-contact service recovery with customer co-creation, the judgments of employees and customers are irrational because the uncertainty in context of service failure. These irrational judgments lead to negative emotion that result in low recovery performance. One of the important problems of high-contact service enterprises is how to create positive emotional climate through customer involvement in order to improve recovery performance. This project aims to consider irrational judgments of both employees and customers in service recovery from heuristic bias perspective, explore the mechanism of emotional climate formation in high-contact service recovery, and reveal the moderating role of customer co-creation in the relationship between emotional climate and service recovery performance through scenario experiments. This project intends to develop a new service recovery scenario based on heuristic bias theory, build and verify the conceptual framework of the relationships among customer co-creation, emotional climate and service recovery performance. Our results will provide decision support to high-contact service firms about how to enhance service recovery performance through customer co-creation and positive emotional climate.