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首页> 外文期刊>CyberPsychology & Behavior >Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery
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Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery

机译：选择，感知控制和客户满意度：在线服务恢复的心理

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摘要

Service failures and consequent recoveries have been identified as critical determinants ofncustomer retention. Therefore, effective service recovery programs warrant further exploration,nparticularly in the online shopping environment, where consumers can receive immediatenand tangible service recovery. The results of the present study suggest that by providingna choice of recovery options, customers’ sense of control is increased, as is theirnsatisfaction with the particular recovery efforts and their overall satisfaction with the entirenservice experience. Also, service importance accentuated the impact of choice on perceivedncontrol. Specifically, when the service was of greater importance, giving customers a choicenof recovery options augmented customers’ sense of control more than when the service wasnof lesser importance. The implications of the findings are also discussed.
机译：服务故障和随之而来的恢复已被确定为保留客户的关键因素。因此，有效的服务恢复计划值得进一步探索，尤其是在在线购物环境中，在该环境中，消费者可以立即获得切实的服务恢复。本研究的结果表明，通过提供各种恢复选项，客户的控制感会增强，他们对特定恢复工作的满意度以及对整个服务体验的总体满意度也会得到提高。同样，服务重要性强调了选择对感知控制的影响。具体来说，当服务的重要性更高时，给客户一个选择恢复选项的机会比不那么重要的服务更能增强客户的控制意识。还讨论了发现的含义。

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