汽車(chē)服務(wù)企業(yè)服務(wù)補(bǔ)救研究.pdf

1、武漢理工大學(xué)碩士學(xué)位論文汽車(chē)服務(wù)企業(yè)服務(wù)補(bǔ)救研究姓名：聶文龍申請(qǐng)學(xué)位級(jí)別：碩士專(zhuān)業(yè)：載運(yùn)工具運(yùn)用工程指導(dǎo)教師：朱杰20060401武漢理工大學(xué)碩士學(xué)位論文AbstractServicefailureisinevitableWhenacustomerencOuntersaservicefailure，therateofdefectionandtheunfavorablebehaviorintentionwouldbesevere，sose

2、rvicerecoveryintimeisnecessaryinmaintainingeustomerandgettingcustomerssatisfactionandloyaltyAccordingtothis，Ihavebeeninabsorbingpredecessorsonthebasisofresearchresults，theauthorchoseautomobileservicesenterprisesasresearc

3、h，inspecttherelationshipsamongservicequality，CUStometvalno，customersatisfaction，servicerecoveryandcustomercOnversionintentionThisresearchineludestwosubjects：First，inafterservice，whatistheinfluencefactorandrelationshipsam

4、ongcustomervalue，servicequality，customersarisfaction；Second，onservicefailure，howthecustomerformsthedecisionofchan舒ngThesetwoquestionseparate，butorganictoformthewholeasautomotivedalerservicerecoverystudiedAownersquestionn

5、airesurveybyquotasampnng，wascarriedonamongtheWuhan、Shenzhen、Huangshi、Foshanandotherplacesprivatevehicleinsinadditiontoindividualinterviews155validsample噶werecollectedoutof300inonemonthwitheffectivereturnsratioat517％Theda

6、tahasbeentestedandinaccordancewiththegeneralruleofconstructvalidityandreliabilityThisresearchutilizesSPSSandstructuralequationmodel(SEM、toallaiyzetotheresultingdatathatprovethemainconelusionisasfollows，(1)Customer’sexpec

7、tationhaspositiveinfluenceontheservicequalityandcustomervalue，butnegativeinfluenceonthecustomersatisfaction(2)Theservicequalitydoesn’tactonthecustomer’sbehaviordirectly，butthrou【ghthecustomerperceptivevalueandcustomersat

8、isfactionindirectlyactson(3)Customerperceptivevaluehasmoreinfluenceoncustomersbehaviorth蠲customersatisfaction(4)Whenservicefailureandbeforeandafterservicerecovery，customerperceptivevalue、servicequalityandcustomersatisfac

9、tionhaveprominentchange，butthecustomer’sbehaviordoesnothaveprominentchange(5)Besidesworkingwiththecustomersbehaviordirectly，theresultsofservicerecoveryactonindirectlyonlythroughthecustomerperceptivevalue，butthecustomersa

10、tisfactionandtheservicequalitydoesnotworkwiththecustomefsbehaviordirectly(6)Thefinerrertheresultsofservicerecoveryis，themorecustomerperceptivevalue、servicequalityandcustomersatisfactionbepromoted，andthemorethecustomet’sb