Liao Hui
Department of Human Resource Management, School of Management and Labor Relations, Rutgers University, The State University of New Jersey, Piscataway, NJ 08854, USA.
J Appl Psychol. 2007 Mar;92(2):475-89. doi: 10.1037/0021-9010.92.2.475.
Integrating justice and customer service literatures, this research examines the role of customer service employees' behaviors of handling customer complaints, or service recovery performance (SRP), in conveying a just image of service organizations and achieving desirable customer outcomes. Results from a field study and a laboratory study demonstrate that the dimensions of SRP--making an apology, problem solving, being courteous, and prompt handling--positively influenced customer satisfaction and then customer repurchase intent through the mediation of customer-perceived justice. In addition, service failure severity and repeated failures reduced the positive impact of some dimensions of SRP on customer satisfaction, and customer-perceived justice again mediated these moderated effects.
整合公平理论与客户服务文献，本研究考察了客户服务员工处理客户投诉的行为，即服务补救绩效（SRP），在传达服务组织的公平形象以及实现理想的客户结果方面所起的作用。一项实地研究和一项实验室研究的结果表明，服务补救绩效的几个维度——道歉、解决问题、礼貌待人以及迅速处理——通过客户感知公平的中介作用，对客户满意度产生了积极影响，进而影响了客户的重购意愿。此外，服务失败的严重程度和反复出现的失败降低了服务补救绩效某些维度对客户满意度的积极影响，而客户感知公平再次在这些调节效应中起到了中介作用。
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