不同失误归因下服务补救对顾客忠诚影响的实证的研究——以零售业为例.pdfVIP

Abstract and WiththecontributionofservicetoGDP itwasmore increasingyearbyyeaL ofthe of faultofserviceiS moreattentioned．butbecause service，the specificity the inevitable．if measurestokenafterthecustomerwasnotsatisfiedwith properremedy will sometimes customersnotbe service，these consumptionshift，and improve becomethe customers．Duetothefailure satisfaction，itmight company’Sloyal customersofdifferentservice attributionsinterferenceofdifferentservices，the recovery occurredafterthesatisfactionandthe oftheir intentionsandextra—role impact repurchase behaviorwillellable difficulttodrawtheline service methods enterprises during recovery and makesthefailureattributionsasthe standards．Therefore，this adjustment study takesthe for to theeffectofservice variable，and largesupermarketexampleexplore indifferentfailureattributions．Inthis