TY - GEN
T1 - The research on moderating effect of relationship benefits in customer service recovery of sports medicine
T2 - 2011 International Conference on Sport Material, Modelling and Simulation, ICSMMS 2011
AU - Kong, Qing Min
AU - Zhang, Ming Li
PY - 2011
Y1 - 2011
N2 - This article introduces the relationship benefits into the research area of customer service recovery of sports medicine. Through data mining, the study has shown that in the sports medicine area, perceived justice have different impact on customer satisfaction and customer loyalty between different relationship benefits customers. For the high relationship benefits customers, distributive justice and interactional justice have significant impact on customer satisfaction and customer loyalty, even if they are dissatisfied, but they will remain loyalty. For the low relationship benefits customers, interactional justice has significant impact on customer satisfaction, and only they remain loyalty when they satisfied. Relationship benefits have the moderating effect in customer service recovery of sports medicine, if customers receive the relationship benefits from sports medicine enterprises, even if the service does not meet their expectations, they would still maintain the relationship with sports medicine enterprises. Our conclusions have the guiding effect for the enterprises, especially for the sports medicine service enterprises.
AB - This article introduces the relationship benefits into the research area of customer service recovery of sports medicine. Through data mining, the study has shown that in the sports medicine area, perceived justice have different impact on customer satisfaction and customer loyalty between different relationship benefits customers. For the high relationship benefits customers, distributive justice and interactional justice have significant impact on customer satisfaction and customer loyalty, even if they are dissatisfied, but they will remain loyalty. For the low relationship benefits customers, interactional justice has significant impact on customer satisfaction, and only they remain loyalty when they satisfied. Relationship benefits have the moderating effect in customer service recovery of sports medicine, if customers receive the relationship benefits from sports medicine enterprises, even if the service does not meet their expectations, they would still maintain the relationship with sports medicine enterprises. Our conclusions have the guiding effect for the enterprises, especially for the sports medicine service enterprises.
KW - Data mining
KW - Factor analysis modeling
KW - Moderating effect
KW - Relationship benefits
KW - Service recovery
KW - Sports medicine
KW - Structural equation modeling
UR - https://www.scopus.com/pages/publications/79952666368
U2 - 10.4028/www.scientific.net/AMR.187.67
DO - 10.4028/www.scientific.net/AMR.187.67
M3 - 会议稿件
AN - SCOPUS:79952666368
SN - 9783037850411
T3 - Advanced Materials Research
SP - 67
EP - 72
BT - Sport Materials, Modelling and Simulation
Y2 - 27 January 2011 through 28 January 2011
ER -