服务补偿类型对客户原谅度的影响：促销和客户类型的调节模型

IF 4.3 3区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

Asia Pacific Journal of Tourism Research Pub Date : 2023-12-02 DOI:10.1080/10941665.2023.2293806

Kowoon Kim, Hong-Youl Ha

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引用次数: 0

摘要

ABSTRACT 本研究探讨了三种公正类型直接和三方互动对顾客原谅的影响，包括促销和顾客类型这两个调节因素。值得注意的是，分析表明程序公正对顾客原谅的影响显著，但分配公正和互动公正的直接影响不显著。具体来说，非投诉者对服务恢复工作的评价越积极，他们对价格折扣的宽容度就越高。同时，虽然投诉者对价格折扣的反应是积极的，但他们对优惠券和折扣的反应是相似的，而且积极性略有增加。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Service recovery types on customer forgiveness: a moderated moderation model of promotions and customer type

ABSTRACT This study examines the effect of three justice types' direct and three-way interactions on customer forgiveness, including the two moderators of sales promotions and customer type. Notably, the analysis revealed that procedural justice's impact on customer forgiveness is significant, but the direct effects of distributive and interactional justice are insignificant. Specifically, the more positive the non-complainers' evaluations of service recovery efforts, the more forgiving they are in response to price discounts. Meanwhile, although complainers respond positively to price discounts, their reactions to coupons and discounts are similar and increase somewhat in a positive nature.

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来源期刊

Asia Pacific Journal of Tourism Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

6.80

自引率

4.00%

发文量

期刊介绍： Asia Pacific Journal of Tourism Research is the official journal of the Asia Pacific Tourism Association (Founded September 1995) and seeks to publish both empirically and theoretically based articles which advance and foster knowledge of tourism as it relates to the Asia Pacific region. The Journal welcomes submissions of full length articles and critical reviews on major issues with relevance to tourism in the Asia Pacific region.