عنوان فایل ترجمه فارسی: رضایت از بهبود خدمات :عدالت محوری و واکنش های احساسی
عنوان نسخه انگلیسی: Satisfaction with service recovery, perceived justice and emotional responses
مرتبط با رشته : مدیریت
تعداد صفحات مقاله فارسی: ۱۵ صفحه
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To date, four relevant works specifically analyze the relative effects of the justice dimensions in service settings. On the one hand, Clemmer and Schneider (1996), Martinez-Tur et al. (2006) and Maxham and Netemeyer (2002) show the relative importance of the dimensions of perceived justice on customer satisfaction. On the other, Teo and Lim (2001) examine the relative influence of these dimensions on satisfaction with the retailers that sell the product and on repatronage intentions. Among these works, Maxham and Netemeyer’s (2002) paper is noteworthy for testing the relative influence of the justice dimensions more accurately, using structural equation modeling. Nevertheless, the results of these four studies are somewhat inconsistent. Teo and Lim (2001) argue that the relative importance of the justice dimensions depends on the nature of the construct under analysis. Thus, they point out that distributive justice is the most important predictor of attitudes related to a specific outcome (e.g., satisfaction with the store or with another particular aspect of the product being sold). A tentative explanation for the lack of convergence between the conclusions of these works may lay in the specific characteristics of the services analyzed and the research method used (Martinez-Tur et al., 2006; Maxham and Netemeyer, 2002). Hence the interest in continuing to explore the relative influence of the dimensions of perceived justice on SSR. With regard to emotions, McColl-Kennedy and Sparks’ (2003) exploratory qualitative study suggests that interactional justice may have a stronger influence on emotions, for at least two reasons. First, distributive and procedural justice have an interpersonal component that can favorably impact on the effects of interactional justice. Second, an employee’s lack of empathy with a customer complaining about a service failure can elicit negative emotions (reducing satisfaction), and cancel out the firm’s efforts to improve distributive and procedural justice. Thus,
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