News
    Focus
      Journal Info
      Organizer:Ministry of Education
      Sponsor:ChongQing University
      Editor-in-chief:赵修渝
      Address:重庆市沙坪坝正街174号
      Post:400030
      Tel:023-65102306
      Email:shekexeb@cpu.edu.cn
      ISSN: 1008-5831
      CN:50-1023/C
      Visit statistics
      引用本文:
      【打印本页】   【下载PDF全文】   View/Add Comment  Download reader   Close
      ←前一篇|后一篇→ 过刊浏览    高级检索
      本文已被:浏览 193次   下载 74 本文二维码信息
      码上扫一扫!
      分享到: 微信 更多
      不同服务失误情境下顾客自我威胁感知对抱怨动机的影响——自我监控的调节作用
      陈国平1, 张文志1, 刘淑伟2
      1.武汉科技大学 管理学院, 湖北 武汉 430081;2.浙江安防职业技术学院, 浙江 温州 523127
      摘要:
      此前关于顾客抱怨行为的研究重在服务失误如何直接导致顾客的外在行为,而忽略了顾客个体对服务失误的心理认知。文章从自我概念的视角研究服务失误如何引发顾客抱怨动机,以旅行社游客为被试,采用有控制的情景模拟实验,检验了不同服务失误情境下顾客自我威胁感知对抱怨动机的影响,同时考查了顾客自我监控性的调节作用,希望揭示服务失误情境下顾客抱怨动机产生的心理机制以及相关的情境因素。研究结果表明,服务交付系统失误对顾客公开自我威胁感知有正向影响,对顾客需求反应失误既正向影响顾客公开自我威胁,又正向影响顾客私下自我威胁;员工自发而多余行为失误仅对顾客私下自我威胁有正向影响;顾客自我威胁感知对抱怨动机有正向影响,在服务失误与顾客抱怨动机之间起到中介作用;自我监控性在自我威胁感知对顾客抱怨动机的影响中起到负向调节作用。研究结果对于服务企业围绕顾客自我概念修复和发展展开抱怨管理,提高服务补救有效性具有重要的启示。
      关键词:  服务失误  自我概念  自我威胁  自我监控  顾客抱怨动机
      DOI:10.11835/j.issn.1008-5831.jg.2019.03.003
      分类号:
      基金项目:国家自然科学基金项目(71072073);教育部人文社会科学研究规划基金项目"基于顾客感激的我国服务企业关系营销理论与实践研究"(17YJA630007);武汉科技大学服务科学与工程研究中心开放基金项目(CSSE2017KA03)
      The effect of customer's self-threats perception on complaining intention in the context of service failure: the moderating role of self-monitoring
      CHEN Guoping1, ZHANG Wenzhi1, LIU Shuwei2
      1.School of Management, Wuhan University of Science and Technology, Wuhan 430081, P. R. China;2.Zhejiang College of Security Technology, Wenzhou 523127, P. R. China
      Abstract:
      Prior researches on customer's complaining behavior seem to focus on how service failures directly leads to external behavior of customers, while ignoring psychological perceptions of customer about service failure. This study researches a psychological mechanism of the customer's complaining behavior from the perspective of self-concepts. Taking travel agency tourists as subjects, the study uses controlled simulation experiment to test the influence of customer's self-threat perception on complaining motivations in different contexts of service failure, and to investigate the moderating effect of customer's self-monitoring as well. Results indicate that service delivery system failure has a positive impact on customer's public self-threat perception, demand response failure positively affects customer's public self-threat perception and private self-threat perception in the same time; employee's spontaneous redundant behavior mistake only has a positive effect on customer private self-threat perception;self-threats perception has a mediating effect between service failure and customer's complaining motivations; self-monitoring has a negative moderating effect on the relationship between self-threats perception and complaining motivations. The conclusions are of great significance for service enterprises to focus on customer's self-concept restoration to copy with the customer's complaints.
      Key words:  service failures  self-concepts  self-threats perception  self-monitoring  customer's complaining motivations
      Copyright@ 2008 All Rights Reserved.