Research On The Influence Of Auto4S Shops Service Recovery On Recovery Performance

With the acceleration of economic globalization, Chinese auto4S shop is facedwith stronger market competition. As the major provider of auto service, auto4Sshops have immersed in management predicament of "low customer satisfaction, lowservice quality" for a long time. In recent years, service recovery has gotten closeattention by auto4S shops as a new effective management strategy to improveservice quality.Firstly, it summarizes the present research about the service recovery,customers’ personality and recovery performance. As well, it gets the definition tothe competitiveness of the service recovery. Secondly, it constructs the researchmodel and hypotheses to the auto4S shops service recovery, customers’ performanceand recovery performance based on a detailed analysis of the relationship betweenauto4S shops service recovery and recovery performance by constructing.According to a large amount of relevant references, it sets up the evaluation model.Thirdly, related survey data are obtained by distributing questionnaires to auto4Sshops service recovery and these initial data are analyzed and processed by SPSSsoftware. Series of statistical analysis approaches are used, such as reliability andvalidity analysis, correlation analysis, variables analysis etc.According to the empirical evidences, it is concluded that the auto4S shopsservice recovery has significant and positive effects on the recovery performance;customers’ personality adjusts the influence of auto4S shops’ service recovery onrecovery performance. Finally, the paper puts forward several targetedrecommendations for auto4S shops’ managers to promote service recovery to beenriched and perfected in the future management practice of auto4S shops.