服務(wù)場(chǎng)所中顧客不當(dāng)行為的責(zé)任歸因?qū)ν瑢兕櫩椭刭徱庠傅挠绊懷芯?/H1>
發(fā)布時(shí)間：2018-04-13 08:12
本文選題：顧客不當(dāng)行為 + 歸因理論 ； 參考：《華南理工大學(xué)》2015年碩士論文
【摘要】：在服務(wù)場(chǎng)所中,顧客不當(dāng)行為事件常有發(fā)生,隨著顧客對(duì)消費(fèi)過程和消費(fèi)體驗(yàn)的重視,越來越多的學(xué)者以及企業(yè)開始重視顧客的不當(dāng)行為事件。在不當(dāng)行為事件背景下,有很多學(xué)者從企業(yè)、員工、不當(dāng)行為實(shí)施者本身的角度研究,但是從同屬顧客的角度進(jìn)行研究的并不是很多,而這正是服務(wù)企業(yè)最想把握的那部分目標(biāo)顧客。因此,本研究以服務(wù)場(chǎng)所中其他顧客不當(dāng)行為事件為背景,從同屬顧客的視角出發(fā),借鑒前人對(duì)顧客不當(dāng)行為、歸因理論、顧客抱怨以及顧客重購意愿的研究,運(yùn)用定量實(shí)證研究方法,基于歸因理論,研究顧客不當(dāng)行為對(duì)同屬顧客的抱怨行為和重購意愿的影響。在填補(bǔ)理論的基礎(chǔ)上,為企業(yè)實(shí)踐提供理論借鑒,使企業(yè)能夠重視顧客不當(dāng)行為事件下同屬顧客的抱怨行為,了解同屬顧客的抱怨行為以及抱怨對(duì)其重購意愿的影響,從而有針對(duì)性的解決顧客不當(dāng)行為問題,重獲顧客的信任。本研究在現(xiàn)有歸因理論、顧客抱怨和顧客重購意愿相關(guān)理論研究的基礎(chǔ)上,提出本研究的模型與假設(shè),并通過問卷調(diào)查的方式收集了264個(gè)樣本數(shù)據(jù)。在描述性統(tǒng)計(jì)分析、信度和效度分析的基礎(chǔ)上,對(duì)數(shù)據(jù)進(jìn)行方差分析、相關(guān)分析和回歸分析,驗(yàn)證研究假設(shè),并得出以下結(jié)論:責(zé)任歸因與顧客抱怨顯著相關(guān),將責(zé)任歸因于企業(yè)的同屬顧客的私下抱怨、向企業(yè)直接抱怨和向第三方抱怨顯著強(qiáng)于將責(zé)任歸因于不當(dāng)行為實(shí)施者的同屬顧客;將責(zé)任歸因于企業(yè)的同屬顧客的負(fù)向重購意愿強(qiáng)于將責(zé)任歸因于不當(dāng)行為實(shí)施者的同屬顧客;顧客抱怨中的私下抱怨和向第三方抱怨負(fù)向影響顧客重購意愿,向企業(yè)直接抱怨正向影響顧客的重購意愿;私下抱怨和向第三方抱怨在責(zé)任歸因與顧客重購意愿之間起到部分中介作用�；谝陨辖Y(jié)論,結(jié)合企業(yè)的實(shí)際運(yùn)營(yíng),本研究提出了“預(yù)防——發(fā)現(xiàn)——解決”的“沙漏”流程,有針對(duì)性地解決服務(wù)企業(yè)中的顧客不當(dāng)行為事件,為服務(wù)企業(yè)提供參考。
[Abstract]:In service places, customer misconduct events often occur. With the attention of customers to the consumption process and consumption experience, more and more scholars and enterprises begin to attach importance to customer misconduct events.In the context of misconduct, there are many scholars from the perspective of enterprises, employees, the perpetrators of misconduct themselves, but from the perspective of the same customer is not a lot of research,And this is the service enterprise most want to grasp that part of the target customers.Therefore, in the context of other customer misconduct events in the service place, from the perspective of the same customer, this study draws lessons from the previous research on customer misconduct, attribution theory, customer complaint and customer repurchase intention.Based on attribution theory, this paper studies the influence of customer misconduct on the complaint behavior and repurchase intention of the same customer by using quantitative empirical research method.On the basis of filling theory, it provides theoretical reference for enterprise practice, so that enterprises can attach importance to the complaint behavior of the same customer under the event of customer misconduct, understand the complaint behavior of the same customer and the influence of complaint on their repurchase intention.In order to solve the problem of customer misconduct and regain the trust of customers.Based on the existing theories of attribution, customer complaint and customer repurchase intention, this study proposes the model and hypothesis of this study, and collects 264 sample data by questionnaire.On the basis of descriptive statistical analysis, reliability and validity analysis, variance analysis, correlation analysis and regression analysis were carried out to verify the research hypothesis, and the following conclusions were drawn: responsibility attribution was significantly related to customer complaints.The liability is attributed to the private complaint of the same customer of the enterprise, and the direct complaint to the enterprise and the complaint to the third party are significantly better than the customers who attribute the responsibility to the perpetrator of the misconduct;It is better to attribute liability to the negative repurchase intention of the same customer of the enterprise than to the same customer who ascribes the responsibility to the perpetrator of the misconduct; the private complaint in the customer complaint and the negative complaint to the third party affect the customer's willingness to repurchase.Direct complaints to enterprises directly affect customers' willingness to repurchase; private complaints and complaints to third parties play part of the intermediary role between liability attribution and customers' willingness to repurchase.Based on the above conclusions and combined with the actual operation of the enterprise, this study puts forward the "hourglass" process of "prevention-discovery-solution", which aims to solve the customer misconduct events in service enterprises and provide reference for service enterprises.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F713.55
【參考文獻(xiàn)】
相關(guān)期刊論文 前10條
1 叢慶;王玉梅;;服務(wù)補(bǔ)救研究綜述[J];成都大學(xué)學(xué)報(bào)(社會(huì)科學(xué)版);2007年02期
2 莊貴軍;朱美艷;劉周平;;顧客直接投訴的原因、意愿與行為——基于家電產(chǎn)品顧客不滿經(jīng)歷的實(shí)證研究[J];中國(guó)零售研究;2009年01期
3 謝禮珊;龔金紅;;服務(wù)失誤歸因與顧客感知的公平性關(guān)系研究[J];管理學(xué)報(bào);2008年06期
4 黃勁松,趙平,王高,陸奇斌;中國(guó)顧客重復(fù)購買意向的多水平研究[J];管理科學(xué)學(xué)報(bào);2004年06期
5 曾伏娥;甘碧群;;消費(fèi)者倫理信念及關(guān)系質(zhì)量對(duì)消費(fèi)者非倫理行為的影響[J];經(jīng)濟(jì)管理;2007年18期
6 張圣亮;呂俊;;服務(wù)失誤歸因?qū)οM(fèi)者情緒和行為的影響[J];經(jīng)濟(jì)管理;2010年11期
7 朱娜;;酒店顧客抱怨行為及對(duì)策分析[J];今日南國(guó)(理論創(chuàng)新版);2009年06期
8 范秀成,劉建華;顧客關(guān)系、信任與顧客對(duì)服務(wù)失敗的反應(yīng)[J];南開管理評(píng)論;2004年06期
9 史有春,劉春林;顧客重復(fù)購買行為的實(shí)證研究[J];南開管理評(píng)論;2005年01期
10 宋亦平,王曉艷;服務(wù)失誤歸因?qū)Ψ⻊?wù)補(bǔ)救效果的影響[J];南開管理評(píng)論;2005年04期
相關(guān)博士學(xué)位論文 前1條
1 羅強(qiáng);服務(wù)組織處理第三方顧客不當(dāng)行為對(duì)顧客情感反應(yīng)和行為意向的影響[D];西南財(cái)經(jīng)大學(xué);2014年
，
本文編號(hào)：1743648
本文鏈接：http://sikaile.net/jingjilunwen/guojimaoyilunwen/1743648.html
本文選題：顧客不當(dāng)行為 + 歸因理論 ； 參考：《華南理工大學(xué)》2015年碩士論文
【摘要】：在服務(wù)場(chǎng)所中,顧客不當(dāng)行為事件常有發(fā)生,隨著顧客對(duì)消費(fèi)過程和消費(fèi)體驗(yàn)的重視,越來越多的學(xué)者以及企業(yè)開始重視顧客的不當(dāng)行為事件。在不當(dāng)行為事件背景下,有很多學(xué)者從企業(yè)、員工、不當(dāng)行為實(shí)施者本身的角度研究,但是從同屬顧客的角度進(jìn)行研究的并不是很多,而這正是服務(wù)企業(yè)最想把握的那部分目標(biāo)顧客。因此,本研究以服務(wù)場(chǎng)所中其他顧客不當(dāng)行為事件為背景,從同屬顧客的視角出發(fā),借鑒前人對(duì)顧客不當(dāng)行為、歸因理論、顧客抱怨以及顧客重購意愿的研究,運(yùn)用定量實(shí)證研究方法,基于歸因理論,研究顧客不當(dāng)行為對(duì)同屬顧客的抱怨行為和重購意愿的影響。在填補(bǔ)理論的基礎(chǔ)上,為企業(yè)實(shí)踐提供理論借鑒,使企業(yè)能夠重視顧客不當(dāng)行為事件下同屬顧客的抱怨行為,了解同屬顧客的抱怨行為以及抱怨對(duì)其重購意愿的影響,從而有針對(duì)性的解決顧客不當(dāng)行為問題,重獲顧客的信任。本研究在現(xiàn)有歸因理論、顧客抱怨和顧客重購意愿相關(guān)理論研究的基礎(chǔ)上,提出本研究的模型與假設(shè),并通過問卷調(diào)查的方式收集了264個(gè)樣本數(shù)據(jù)。在描述性統(tǒng)計(jì)分析、信度和效度分析的基礎(chǔ)上,對(duì)數(shù)據(jù)進(jìn)行方差分析、相關(guān)分析和回歸分析,驗(yàn)證研究假設(shè),并得出以下結(jié)論:責(zé)任歸因與顧客抱怨顯著相關(guān),將責(zé)任歸因于企業(yè)的同屬顧客的私下抱怨、向企業(yè)直接抱怨和向第三方抱怨顯著強(qiáng)于將責(zé)任歸因于不當(dāng)行為實(shí)施者的同屬顧客;將責(zé)任歸因于企業(yè)的同屬顧客的負(fù)向重購意愿強(qiáng)于將責(zé)任歸因于不當(dāng)行為實(shí)施者的同屬顧客;顧客抱怨中的私下抱怨和向第三方抱怨負(fù)向影響顧客重購意愿,向企業(yè)直接抱怨正向影響顧客的重購意愿;私下抱怨和向第三方抱怨在責(zé)任歸因與顧客重購意愿之間起到部分中介作用�；谝陨辖Y(jié)論,結(jié)合企業(yè)的實(shí)際運(yùn)營(yíng),本研究提出了“預(yù)防——發(fā)現(xiàn)——解決”的“沙漏”流程,有針對(duì)性地解決服務(wù)企業(yè)中的顧客不當(dāng)行為事件,為服務(wù)企業(yè)提供參考。
[Abstract]:In service places, customer misconduct events often occur. With the attention of customers to the consumption process and consumption experience, more and more scholars and enterprises begin to attach importance to customer misconduct events.In the context of misconduct, there are many scholars from the perspective of enterprises, employees, the perpetrators of misconduct themselves, but from the perspective of the same customer is not a lot of research,And this is the service enterprise most want to grasp that part of the target customers.Therefore, in the context of other customer misconduct events in the service place, from the perspective of the same customer, this study draws lessons from the previous research on customer misconduct, attribution theory, customer complaint and customer repurchase intention.Based on attribution theory, this paper studies the influence of customer misconduct on the complaint behavior and repurchase intention of the same customer by using quantitative empirical research method.On the basis of filling theory, it provides theoretical reference for enterprise practice, so that enterprises can attach importance to the complaint behavior of the same customer under the event of customer misconduct, understand the complaint behavior of the same customer and the influence of complaint on their repurchase intention.In order to solve the problem of customer misconduct and regain the trust of customers.Based on the existing theories of attribution, customer complaint and customer repurchase intention, this study proposes the model and hypothesis of this study, and collects 264 sample data by questionnaire.On the basis of descriptive statistical analysis, reliability and validity analysis, variance analysis, correlation analysis and regression analysis were carried out to verify the research hypothesis, and the following conclusions were drawn: responsibility attribution was significantly related to customer complaints.The liability is attributed to the private complaint of the same customer of the enterprise, and the direct complaint to the enterprise and the complaint to the third party are significantly better than the customers who attribute the responsibility to the perpetrator of the misconduct;It is better to attribute liability to the negative repurchase intention of the same customer of the enterprise than to the same customer who ascribes the responsibility to the perpetrator of the misconduct; the private complaint in the customer complaint and the negative complaint to the third party affect the customer's willingness to repurchase.Direct complaints to enterprises directly affect customers' willingness to repurchase; private complaints and complaints to third parties play part of the intermediary role between liability attribution and customers' willingness to repurchase.Based on the above conclusions and combined with the actual operation of the enterprise, this study puts forward the "hourglass" process of "prevention-discovery-solution", which aims to solve the customer misconduct events in service enterprises and provide reference for service enterprises.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F713.55
【參考文獻(xiàn)】
相關(guān)期刊論文 前10條
1 叢慶;王玉梅;;服務(wù)補(bǔ)救研究綜述[J];成都大學(xué)學(xué)報(bào)(社會(huì)科學(xué)版);2007年02期
2 莊貴軍;朱美艷;劉周平;;顧客直接投訴的原因、意愿與行為——基于家電產(chǎn)品顧客不滿經(jīng)歷的實(shí)證研究[J];中國(guó)零售研究;2009年01期
3 謝禮珊;龔金紅;;服務(wù)失誤歸因與顧客感知的公平性關(guān)系研究[J];管理學(xué)報(bào);2008年06期
4 黃勁松,趙平,王高,陸奇斌;中國(guó)顧客重復(fù)購買意向的多水平研究[J];管理科學(xué)學(xué)報(bào);2004年06期
5 曾伏娥;甘碧群;;消費(fèi)者倫理信念及關(guān)系質(zhì)量對(duì)消費(fèi)者非倫理行為的影響[J];經(jīng)濟(jì)管理;2007年18期
6 張圣亮;呂俊;;服務(wù)失誤歸因?qū)οM(fèi)者情緒和行為的影響[J];經(jīng)濟(jì)管理;2010年11期
7 朱娜;;酒店顧客抱怨行為及對(duì)策分析[J];今日南國(guó)(理論創(chuàng)新版);2009年06期
8 范秀成,劉建華;顧客關(guān)系、信任與顧客對(duì)服務(wù)失敗的反應(yīng)[J];南開管理評(píng)論;2004年06期
9 史有春,劉春林;顧客重復(fù)購買行為的實(shí)證研究[J];南開管理評(píng)論;2005年01期
10 宋亦平,王曉艷;服務(wù)失誤歸因?qū)Ψ⻊?wù)補(bǔ)救效果的影響[J];南開管理評(píng)論;2005年04期
相關(guān)博士學(xué)位論文 前1條
1 羅強(qiáng);服務(wù)組織處理第三方顧客不當(dāng)行為對(duì)顧客情感反應(yīng)和行為意向的影響[D];西南財(cái)經(jīng)大學(xué);2014年
，本文編號(hào)：1743648
本文鏈接：http://sikaile.net/jingjilunwen/guojimaoyilunwen/1743648.html
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