本文選題：服務(wù)補(bǔ)救 + 容忍區(qū)域��； 參考：《西南交通大學(xué)》2011年碩士論文

【摘要】：隨著我國(guó)加入WTO,包含服務(wù)業(yè)在內(nèi)的許多行業(yè)逐漸開(kāi)放,使服務(wù)企業(yè)之間的競(jìng)爭(zhēng)加劇,所以企業(yè)服務(wù)質(zhì)量的提高對(duì)其保持市場(chǎng)份額有重要的意義。但是由于服務(wù)本身具有的特殊性,導(dǎo)致在服務(wù)過(guò)程中難免會(huì)存在失誤或者疏忽,而給予適當(dāng)?shù)姆⻊?wù)補(bǔ)救能使顧客重新獲得滿意度從而幫助企業(yè)留住顧客,因此要提升企業(yè)的競(jìng)爭(zhēng)力就不能忽略服務(wù)補(bǔ)救的重要性。另一方面,隨著全球跨入服務(wù)經(jīng)濟(jì)時(shí)代,服務(wù)水平在某種意義上代表一個(gè)國(guó)家的經(jīng)濟(jì)發(fā)展水平,因此服務(wù)領(lǐng)域的研究對(duì)我國(guó)經(jīng)濟(jì)發(fā)展同樣具有重要意義。 本研究將容忍區(qū)域的概念引入到服務(wù)補(bǔ)救情境中,結(jié)合餐飲行業(yè)中服務(wù)失誤的特點(diǎn),構(gòu)建了餐飲行業(yè)服務(wù)補(bǔ)救中的顧客容忍區(qū)域影響因素模型,并采用相關(guān)關(guān)系分析以及多元線性回歸分析等方法,探究服務(wù)失誤的嚴(yán)重性、顧客歸因、顧客感知服務(wù)替代物的數(shù)量、顧客關(guān)系質(zhì)量以及過(guò)去補(bǔ)救經(jīng)歷這五個(gè)變量與服務(wù)補(bǔ)救容忍區(qū)域之間的相互關(guān)系以及關(guān)系強(qiáng)度。通過(guò)對(duì)實(shí)證數(shù)據(jù)的統(tǒng)計(jì)分析,其結(jié)果顯示服務(wù)失誤嚴(yán)重性、顧客歸因、顧客感知服務(wù)替代物的數(shù)量以及顧客關(guān)系質(zhì)量會(huì)對(duì)服務(wù)補(bǔ)救容忍區(qū)域的適當(dāng)補(bǔ)救期望水平和區(qū)域?qū)挾犬a(chǎn)生顯著影響,且顧客歸因較其它幾個(gè)因素對(duì)容忍區(qū)域的影響更為顯著；顧客過(guò)去補(bǔ)救經(jīng)歷對(duì)服務(wù)補(bǔ)救容忍區(qū)域的適當(dāng)補(bǔ)救期望水平和理想補(bǔ)救期望水平都會(huì)產(chǎn)生顯著影響,且顧客的理想補(bǔ)救期望水平變化速度小于適當(dāng)補(bǔ)救期望水平,故造成顧客服務(wù)補(bǔ)救容忍區(qū)域的寬度隨之產(chǎn)生變化。 最后本文根據(jù)研究的結(jié)論,有針對(duì)性的為餐飲企業(yè)提升服務(wù)補(bǔ)救質(zhì)量、保持顧客滿意度提供一些參考意見(jiàn)。
[Abstract]:With China's entry into WTO, many industries, including service industry, are opening up gradually, which makes the competition between service enterprises intensify, so the improvement of service quality plays an important role in keeping the market share.However, due to the particularity of service itself, it is inevitable that there will be errors or negligence in the process of service. Giving appropriate service remedy can make customers get satisfaction again and help enterprises retain customers.Therefore, to enhance the competitiveness of enterprises can not ignore the importance of service remediation.On the other hand, as the world steps into the age of service economy, the level of service represents the level of economic development of a country in a certain sense, so the research of service field is also of great significance to the economic development of our country.In this study, the concept of tolerance region is introduced into the service remediation situation, combined with the characteristics of service failure in the catering industry, the model of the regional factors of customer tolerance in the catering industry service recovery is established.Using correlation analysis and multiple linear regression analysis, this paper explores the severity of service failure, customer attribution, customer perception of service alternatives, and so on.The relationship between customer relationship quality and past remediation experience and the tolerance region of service remediation.Through the statistical analysis of the empirical data, the results show that the severity of service failures, customer attribution,The quantity of customer perceived service substitutes and the quality of customer relationship will have a significant impact on the appropriate remediation expectation level and regional width of the service remediation tolerance area, and the customer attribution is more significant than other factors in the tolerance area.The customer's past remediation experience has a significant impact on both the appropriate remediation expectation level and the ideal remediation expectation level in the service remediation tolerance area, and the customer's ideal remediation expectation level changes faster than the appropriate remediation expectation level.As a result, the width of the tolerance area for customer service remediation changes with it.Finally, according to the conclusion of the study, this paper provides some suggestions for catering enterprises to improve service quality and maintain customer satisfaction.
【學(xué)位授予單位】：西南交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2011
【分類(lèi)號(hào)】：F274;F719.3

【引證文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前1條

1 劉川;西南交通大學(xué)網(wǎng)絡(luò)教育服務(wù)質(zhì)量容忍區(qū)域研究[D];西南交通大學(xué);2012年

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本文編號(hào)：1749051