An Empirical Study On The Relationship Between Express Service Remedy And Consumer Behavior

With the continuous development of social economy,logistics enterprises gradually pay attention to service quality competition.Logistics enterprises as logistics service providers,have the focus on how to improve the quality of service.Service failures are inevitable,but in today’s pursuit of personalized needs and emphasis on customized services,what the current problems express service enterprises are faced with are how to remedy service failures and improve the remedial level to maintain customer satisfaction level,reduce customer loss,improve customer loyalty and enhance corporate image.Based on the related theories of Perceived Fairness,Customer Relationship and Service Remedy,this study constructs a conceptual model of service remedy affecting consumers’follow-up behavior through Perceived Fairness and emotion.Through small-scale interviews and pre-researches,we obtain the initial measurement items of service recovery in express industry in China,purified the scale,and get the measurement scale of 13 items in four dimensions:tangible compensation,response speed,apology and remedy initiative.The internal consistency reliability,structural validity,convergence validity and discriminatory validity of the scale meet the criteria.666 formal and effective questionnaires are used to analyze by descriptive analysis,confirmatory factor analysis,one-way ANOVA variance analysis,bivariate correlation analysis,linear regression analysis and grouping adjustment analysis in SPSS19.0.The results show that the four dimensions of service remedy are positively correlated with perceived fairness and emotion respectively;emotional and perceived fairness are positively correlated with customer repurchase intention;customer repurchase intention has a positive impact on word-of-mouth communication;customer relationship quality has a moderating effect on the relationship between emotion and customer repurchase intention.The relevant research conclusions and innovations of this paper provide targeted management suggestions and operational enlightenment for the rapid and healthy development of express enterprises in China.Scientific implementation of service remedy measures is an indispensable link for Chinese express delivery enterprises to enhance their competitiveness,build competitive advantages and improve business performance.