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The effect of employees' politeness strategy and customer membership on customers' perception of co-recovery and online post-recovery satisfaction
Journal of Retailing and Consumer Services ( IF 10.4 ) Pub Date : 2021-09-04 , DOI: 10.1016/j.jretconser.2021.102740
Yu Zhang 1 , Yafen Yuan 1 , Jiafu Su 2, 3 , Yan Xiao 4, 5
Affiliation  

Customer participation is crucial for online service providers to gain and maintain competitive advantages through service recovery. Focusing on the interactive nature of customer participation, this study explored the relationships among employees' politeness strategies, customer membership, perceived co-recovery, and online post-recovery satisfaction. We found that perceived co-recovery was significant for online post-recovery satisfaction. Compared to non-members costumers, members' perceived co-recovery was more positive. Finally, member customers preferred employees to adopt positive politeness strategies, whereas non-member customers preferred negative ones. This study provides valuable suggestions for online service providers to improve online recovery performance.



中文翻译:

员工礼貌策略和顾客会员对顾客共同康复感知和在线康复后满意度的影响

客户参与对于在线服务提供商通过服务恢复获得和保持竞争优势至关重要。本研究着眼于客户参与的互动性质,探讨了员工礼貌策略、客户会员、感知共同恢复和在线恢复后满意度之间的关系。我们发现感知的共同恢复对在线恢复后的满意度很重要。与非会员客户相比,会员感知的共同恢复更为积极。最后,会员客户更喜欢员工采用积极的礼貌策略,而非会员客户则更喜欢消极的礼貌策略。本研究为在线服务提供商提高在线恢复性能提供了宝贵的建议。

更新日期:2021-09-04
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