Survey research on relationship among service failures, service recovery and customer satisfaction

被引：6
|
作者：
Li Xin [1 ]
Wang Rong [2 ]
机构：
[1] Beijing Inst Petrochem & Technol, Sch Econ & Mangement, Beijing 102617, Peoples R China
[2] Beijing Univ Chem Technol, Sch Econ & Management, Beijing 100029, Peoples R China
来源：
PROCEEDINGS OF 2007 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE & ENGINEERING (14TH) VOLS 1-3 | 2007年
关键词：
customer satisfaction; service failures; service recovery;
D O I：
10.1109/ICMSE.2007.4421996
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The author conducts a survey research on the service in a third-class hospital in Beijing. Patients and their relatives, who have consumed service in the hospital, are asked to answer questionnaires. Validating function of structural equation modeling (SEM) is used to testify: (1) influence of service failures on service recovery is remarkable and positively correlative; (2) influence of service recovery on customer satisfaction is remarkable and positively correlative; (3) influence of service failures on customer satisfaction is remarkable and negatively correlative. Service recovery needs to be carried out increasingly when there are more and more service failures. Service recovery plays a very important role in service satisfaction. Correlation between service recovery and satisfaction is remarkable and positive. Correlation between service failures and service satisfaction is remarkable and negative.
引用
收藏
页码：1121 / +
页数：2
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