服務失誤對顧客抱怨動機的影響-自我監(jiān)控的調(diào)節(jié)作用.pdf

1、武漢科技大學碩士學位論文服務失誤對顧客抱怨動機的影響：自我監(jiān)控的調(diào)節(jié)作用姓名：邊二寶申請學位級別：碩士專業(yè)：企業(yè)管理指導教師：陳國平20121201AbstractOurcountry’Sservicesstillaccountedforlessthan50％innationaleconomybecauseofOurserviceslaggingbehinddevelopmentanditspoorservicemanagementan

2、dcommonservicefailures，especiallyintouristindustriesSo，it’SveryvitalforOurcountry’Stouristindustriesdevelopmentandevenforallservicesdevelopmenttostudytherelationshipbetweenservicefailureandcustomercomplainingbehaviorcomp

3、letelyanddeeplyRecentlyit’SwidelyacceptedbytheacademiathatservicefailurescanleadtocustomerscomplainingbehaviorsHoweverthere’retwofacetsthatarepaidlessattention：differentkilldsofservicefailureshowtoaffectdiversecustomersc

4、omplainingmotivesandthedifferenceoftheircomplainingmotiveanditsstrengthamongdifferenttypesofcustomersinrespectofselfmonitoringThisresearchstructuredaconceptualmodelaboutservicefailuresimpactingoncustomerscomplainingmotiv

5、esandthemoderatingeffectofselfmonitoring，ontheperspectiveofpositivelytakingattentiontocustomersSubjectscomplainingresponses、Ⅳeretestedonthespotandthedatawasalsocollectedinthesceneofsimulatedservicef缸luresusing2(servicede

6、liverysystemfailure：high／low)x2(failureofresponsetocustomerneedsandrequests：higl～qow)2(unpromptedandunsolicitedemployeeaction：higll／low)groupssimulationexperimentdesign，inthecontextoflocaltourismsandtravelagenciesservice

7、ThenthedataWaSanalyzedbystatisticalsoftwaretechnologySeveralresultsweresho、Ⅳedbelow：(1)Servicedeliverysystemfailuresignificantlypositivelyimpactedoncustomersvaluecompensationseekingmotive；(2)Failureofresponsetocustomerne

8、edsandrequestsandunpromptedandunsolicitedemployeeactionrespectivelysignificantlypositivelyaffectedcustomersempathyneedsmotive；(3)Failureofresponsetocustomerneeds，andrequestsandunpromptedandunsolicitedemployeeactionrespec

9、tivelysignificantlypositivelyinfluencedcustomersselfpresentationmotive；(4)ThreetypesoffailuresallrespectivelysignificantlypositivelyinfluencedcustomersCommunicationandexplanationmotive；(5)Selfmonitoringplayedasignificant

10、regulatoryroleintheinfluenceofservicedeliverysystem筋1ureoncustomersvaluecompensationseekingmotive；(6)Selfmonitoringalsoplayedasignificantregulatoryrolerespectivelyintheinfluenceoffailureofresponsetocustomerneedsandreques

11、ts，andunpromptedandunsolicitedemployeeactiononcustomersempathyneedsmotiveLastlymarketingmanagementimplications，researchlimitationsandprospectswerepointed0utKeyWords：servicefailures；customerscomplainingmotivations；selfmon