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An Empirical Assessment of Customer's Emotional Mechanism under the Service Failure Setting

机译：服务失败背景下客户情感机制的实证评估

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摘要

Through literature review, the authors point that emotion has been overlooked in current researches. Based on resource exchange theory, the authors study carefully consumer’s psychology mechanism under the service failure circumstance and develop a conceptual model among the key constructs of service loss and customer’s emotion. In view of the research objectives and research model, a Scenario Experiment research methodology is adopted. The authors conclude that service failure and waiter’s emotion after the failure will impact customer’s utilitarian loss and symbolic loss, and which will impact customer’s emotion finally. Recovery expectation and complain intention are the synthesized result of cognition and emotion. Suggestion is provided to the service enterprisers in the end of the article.
机译：通过文献综述，作者指出在当前的研究中情感已被忽略。基于资源交换理论，作者在服务失败的情况下仔细研究了消费者的心理机制，并在服务损失和顾客情感的关键构造中建立了一个概念模型。针对研究目标和研究模型，采用了“情景实验”的研究方法。作者得出结论，服务失败和服务员在失败后的情绪会影响客户的功利损失和象征性损失，最终会影响客户的情绪。恢复期望和抱怨意图是认知和情感的综合结果。本文结尾部分向服务企业家提供了建议。

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