【摘要】：隨著我國服務(wù)業(yè)的快速發(fā)展，美發(fā)業(yè)在服務(wù)業(yè)中所占的比重越來越大，但同時(shí)也暴露出了許多深層刻的問題，其中最突出的問題就是服務(wù)失敗頻繁發(fā)生和顧客流失。許多學(xué)者都認(rèn)為服務(wù)失敗歸因、服務(wù)補(bǔ)救會(huì)影響顧客的滿意度及其行為意向。針對顧客對服務(wù)失敗的歸因，采取有效的服務(wù)補(bǔ)救措施，可以使得顧客做出有利于企業(yè)的行為舉動(dòng)，提高顧客的滿意度及重購意向，這必將大大減少顧客的流失率。因此，研究服務(wù)失敗歸因、服務(wù)補(bǔ)救與顧客滿意度及行為意向之間的關(guān)系具有重要意義。 本文依據(jù)服務(wù)失敗歸因理論、服務(wù)補(bǔ)救理論、顧客滿意理論和顧客行為意向理論，綜合運(yùn)用多種分析方法，研究美發(fā)業(yè)服務(wù)失敗歸因、服務(wù)補(bǔ)救與顧客滿意度及行為意向之間的關(guān)系。本文首先介紹了我國美發(fā)業(yè)的現(xiàn)狀和存在的問題，接著探討了服務(wù)失敗歸因、服務(wù)補(bǔ)救與顧客滿意度及行為意向之間的關(guān)系的基本理論，然后分析長株潭地區(qū)美發(fā)業(yè)顧客滿意度及行為意向的調(diào)查數(shù)據(jù)，研究發(fā)現(xiàn)美發(fā)業(yè)服務(wù)失敗歸因、服務(wù)補(bǔ)救對顧客滿意度及行為意向有重要影響。 本文的研究創(chuàng)新點(diǎn)主要體現(xiàn)在：通過選取美發(fā)業(yè)顧客作為研究對象，對服務(wù)失敗歸因、服務(wù)補(bǔ)救對顧客滿意度及行為意向的影響機(jī)制和過程進(jìn)行了實(shí)證分析，，探討了服務(wù)失敗歸因、服務(wù)補(bǔ)救對顧客滿意度及行為意向的影響強(qiáng)度，得到了與現(xiàn)實(shí)相符合的結(jié)果，拓展了服務(wù)失敗歸因理論和服務(wù)補(bǔ)救理論的研究領(lǐng)域。
[Abstract]:With the rapid development of service industry in our country, the proportion of hairdressing industry in service industry is more and more large, but also exposed many deep-seated problems, among which the most prominent problem is frequent service failure and customer loss. Many scholars believe that service failure is attributed to service remediation which affects customer satisfaction and behavior intention. According to the attribution of customer service failure, taking effective service remedial measures can make the customer make the behavior in favor of the enterprise, improve the customer satisfaction and repurchase intention, which will greatly reduce the loss rate of the customer. Therefore, it is important to study the relationship between service failure attribution, service remedy, customer satisfaction and behavior intention. Based on service failure attribution theory, service remedy theory, customer satisfaction theory and customer behavior intention theory, this paper studies the attribution of service failure in hairdressing industry by using a variety of analytical methods. The relationship between service remedy and customer satisfaction and behavior intention. This paper first introduces the present situation and existing problems of hairdressing industry in China, and then discusses the basic theory of the relationship between service failure attribution, service remedy, customer satisfaction and behavior intention. Then the investigation data of customer satisfaction and behavior intention of hairdressing industry in Changsha-Zhuzhou-Xiangtan area were analyzed. It was found that the service failure attribution of hairdressing industry and service remedy had important influence on customer satisfaction and behavior intention. The innovation of this paper is mainly reflected in: through selecting the hairdressing industry customer as the research object, the paper makes an empirical analysis on the mechanism and process of service failure attribution, service remedy to customer satisfaction and behavior intention. Service failure attribution and the influence of service remedy on customer satisfaction and behavior intention are discussed. The results are consistent with reality and the research fields of service failure attribution theory and service remedy theory are expanded.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F713.5;F719

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本文編號(hào)：2124574