摘要
本文基于顾客知识的视角,从消费者归因的内部驱动因素出发,通过文献回顾和航空旅客对航班延误归因过程的实证分析,建立并验证了“知识一归因”模型。研究证明了顾客知识对归因结果的显著影响,并且验证了信任在归因过程中起到了重要的作用。
Attribution theory is very important in explanation of service failure. But most of the past studies are focus on the extrinsic angle of view other than the intrinsic.Basing on the customer＇ s knowledge, this study builds and confirms the ＂knowledge-attribution＂ model by literature review and data analysis. Further more, the author gives the suggestion on alleviating the impact of airline delay.
出处
《经济管理》
CSSCI
北大核心
2006年第8期24-31,共8页
Business and Management Journal ( BMJ )
