文档介绍：毕业论文材料: 英文文献及译文课题名称: 佳文投资咨询公司大客户营销浅析专业市场营销学生姓名裴爱荣班级BD 营销 0 92 学号 0920404224 指导教师姜锦萍专业系主任肖立完成日期二零一三年一月 Does service failure influence customer loyalty? Francis buttle Journal of consumer behaviour vol. 1,3,217-227 Henry stewart publications 1472-0817 Abstract : There isa general consensus that customer loyalty to service providers is not solely dependent upon their level of satisfaction dissatisfaction .However, the identified antecedents of loyalty remain, at best, highly speculative. The aim of this extensive literature review is to give some understanding of the nature of customer loyalty and the antecedent effects of service dissatisfaction. The research reviewed suggests that customer loyalty is an attitudinal state, reflecting value, trust mitment within supplier-customer relationships. Satisfaction isone of several antecedents of loyalty. A key influence on loyalty is the offer of unique value delivering advantages not provided petitors. Thus firms need to develop positive value-based exit barriers to achieve loyalty. When service failures occur, the recovery process is likely to have a greater impact on loyalty than the original service failure. The key to essful recoveries was found tobe the customer ’s perception of fairness. Recovery progra m mes must get it right first time. Customers who remain dissatisfied after plaint has been handled are more dissatisfied than if