顾客对供应链其他成员服务失误的反应分析——基于归因理论视角word格式论文.docxVIP

AbstractIn recent years, as Chinas rapid development of modern service industry, It’s specialization are getting increasingly sophisticated, one-stop service model to provide customers with a single enterprise is seriously challenged. Actually, it needs several companies in the supply chain to complement each other in order to render a service (such as travel, online shopping, etc.). This requires various enterprises in the service supply chain serving customers with seamless docking. And this will undoubtedly increase the probability of service failure. With the improvement of peoples living standard, customers also require the service enterprises to put forward higher service quality. Any aspect of the service supply chain occurring service failure, Will affect the customers subjective feelings and behavioral intentions.Based on attribution theory, this article explores customer’s reaction on core SP when other members of the service supply chain appear different types of service failures. According to the classification of Hoffman K D, Kelley S W and Rotalsky H M, In this paper, the type of service failure is divided into: Service delivery system failures, Respond on customer needs failures, and the employees independent sex failures. As for attribution Theory, based on Weiner research, this article divided customer Attribution into three aspect :Attribution of responsibility, Stability and controllability. According to the empirical research, this article Reached the following conclusions :Firstly, when other enterprises in the service supply chain emerge service delivery system mistakes, Customers tend to attribute the responsibility of the service failure on core SP; When it occur employees own sexual behavior mistakes, Customers prefer the responsibility of the service failure attributed to others of the service supply chain.Secondly, When consumers consider the core services provider have higher controllability to the service failure, Lower level of custome