The Research On Service Recovery Based On Fair Theories

The service industry develops rapidly nowadays, service marketing theories t attain perfect. Service recovery, as a new concept of service marketing theoretical; have already been valued by more and more business enterprises.Currently, international community hospitals all adopt an overall quality management, zero blemish activity to raise ministrant credibility, and make use of prevention trouble procedure to reduce error. However, because of various reason, such as hospital management level is limited, hospital medical treatment technique restriction, serve not norm or carry out quality is low and communicate ineffectively, medical personnel attitude coarse or totally unconcerned etc., usually result in the hospital service failure. These failures cause a sufferer to leave a hospital and tell his/her experience to other sufferers, or take place dispute with hospital, even pass consumer rights organization to carry on hurl to tell or make an appeal to law to wait negative reaction, these will influence the sufferer's satisfaction, loyalty, trust and the lowest performance, influencing the promotion of a hospital service quality and market competition ability. But face service error and cure a creation of suffering from the antinomy, how carry on valid of service remediable, exaltation medical treatment quality, is a hospital at the vehemence of market competition neutral in the important means of invincible position.Although the our country scholar started trying to carry on some researches in the aspects of serving recovery, only for number is laid particular emphasis on in not much some on the other hand of the research spread cultural heritage of falling in the dissimilarity in the middle, also didn't can become far and far a set of integrity, mature of theories system, so need more researches from the more abundant angle of view to complete and perfect this theories systems.This text combines the actual circumstance of our country in reading the foundation of cultural heritage data which rectifies concerning the service, carrying on numerous research results integration, put forward own viewpoint and standpoint, adopt the way that theories and fulfillment combine together to remediable characteristic and feeling know fair of the relation made further analysis. The main purpose of research is to find how the characteristic of service recovery influence customers'fair perception.According to this, Enterprises and institutions can make balance remedial measures to match the failure. As a result, customer satisfaction with the right remedy will be the best, and the expectations of enterprises or institutions on customers'behavior after the remedial acts will be reached. This research takes the hospitals of different congeniality, different scale in Changchun as example, adopting random sampling, collecting data through questionnaire. Using SPSS 13.0 to carry on effect and letter degree analysis towards fair perception, adopting the Pearson related and analytical method to carry on carry on related analysis towards remediable three aspects of characteristic: visible compensate degree, respond to speed and mental remediable the degree and three factors of fair perception: the feeling know an allotment fair, the feeling know procedure equity and feeling know interaction fair. Adopt the method of optimal scale regression analysis to carry on regression analysis towards three aspects of fair perception and three characteristics of service recovery.This research adoption verification research method, build up theories structure first, pass the verification that the data analysis carries on a theories assumption, carried on further correction to the theories structure as a result .According to the research, and put forward the theories meaning and realistic meaning of the study. This text gets the research conclusion: The feeling knows the allotment equity mainly influenced by visible compensate degree, another two kinds characteristics can be neglected; The feeling know procedure equity mainly influenced by responding speed ,also be subjected to visible compensate with the slight influence degree, mental remediable the influence degree can be neglected ;The feeling knows the interactive equity mainly influenced by mental remediable degree, also be subjected to the slight influence of having material form repair, the influence which responds to speed can be neglected. Synthesize to see, rectify the having material form in the characteristic repair influences fair perception mostly, because it influences the l three dimensions of fair perception in different degree.