| 服务失败下消费者的消极情绪反应模式及企业补救对策 |
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| 引用本文： | 王财玉. 服务失败下消费者的消极情绪反应模式及企业补救对策[J]. 内江师范学院学报, 2012, 27(12): 93-96 |
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| 作者姓名： | 王财玉 |
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| 作者单位： | 信阳师范学院心理系,河南信阳,464000 |
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| 基金项目： | 河南省哲学社会科学规划课题 |
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| 摘 要： | 回顾了服务失败下消费者情绪产生的心理机制，主要有四个模型；梳理了影响消费者情绪产生的影响因素；分析了服务失败下消费者情绪反应的两种模式，进而指出服务失败后如何有效管理消费者情绪．
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| 关 键 词： | 服务失败 消费情绪 负性情绪 |
Negative Emotions, Response Model of Customers and Remedy Strategies of Enterprises in Case of Service Failure |
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| WANG Cai-yu. Negative Emotions, Response Model of Customers and Remedy Strategies of Enterprises in Case of Service Failure[J]. Journal of Neijiang Teachers College, 2012, 27(12): 93-96 |
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| Authors: | WANG Cai-yu |
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| Affiliation: | WANG Cai-yu(Department of Psychology,Xinyang Normal University,Xinyang,Henan 464000,China) |
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| Abstract: | The straits of being intangible, heterogeneous and ephemerus allow service more chances for failure. First, four major mental mechanism models for generation of customer emotions are reviewed. Then the influential factors affecting customer feeling are categorized. And at last two response models for customer feeling were analyzed in case of service failure, on basis of which some counter measures for efficient management of customer feelings were put forth. |
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| Keywords: | service failure consumption emotions negative feeling |
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