The Effect Of Express Service Recovery On Consumer Emotions And Behavioral Intentions

The innovation of e-commerce and Internet technologies and the popularity of smart phones have increased the demand for express delivery.In recent years,express delivery has become an increasingly important part of people's lives due to its fast and convenient features.However,overly rapid growth is accompanied by frequent service failures,such as delays,loss,damage and other serious problems,the phenomena are still serious problems that express companies face and need to solve.A large number of studies have shown that service failures can lead to negative emotions,negative word-of-mouth and the service providers'transform,which is a great threat to the company's reputation and profitability.In order to reduce the negative impact,companies need to focus on providing services,after failing,companies need to redress the customers who have suffered losses and rebuild their confidence.Based on the express industry,theoretical research is conducted on the relationship between service recovery,consumer emotion,and behavioral intention,and models are established to make hypotheses and empirical analysis.Combining with the characteristics of express delivery companies,data were collected and screened through questionnaires,and the reliability,validity,correlation,regression,mediation effect and moderating effect of data were tested by SPSS22 software.Taking consumer emotion as an intermediary variable,the quality of the relationship between the consumer and the company before the service recovery as an adjustment variable,the effect of consumer behavioral intentions after service recovery was studied.On the one hand,the goal is to improve the service recovery theory.On the other hand,service failure is one of the important factors that csuse the customer loss,the conclusion of this study has a certain effect on improving the service quality and competitiveness of express delivery companies.The empirical results show that:rcovery initiative,response speed,tangible compensation,and convenience of complaints have a significant positive effect on positive emotions;positive emotions have an effect on repurchase intention and positive word-of-mouth,and positive emotions mediate service recovery and positive word-of-mouth;positive emotion plays a mediating role in response speed and repurchase intention,complaint convenience and repurchase intention.In relationship quality,satisfaction moderates response speed and positive emotion,trust adjusts recovery initiative and positive emotion,complaint convenience and positive emotion.