Research On The Relationship Among Express Service Service Remedy,Consumer Perceived Fairness And Positive Behavioral Intention

In recent years,as a modern new service industry,the express delivery industry has achieved rapid development along with the continuous prosperity of e-commerce and online shopping.It plays an important role in improving the quality of circulation in China,expanding the scale of domestic demand,promoting the improvement of employment level and serving social production..However,in the explosive growth of the express delivery industry,there are also many challenges,such as the increase in factor costs in the industry,the reduction in online shopping demographic dividends,the mismatch between demand and effective supply,and the increase in structural risks.The problem of falling profit margins,serious homogenization and other real dilemmas.It is inevitable that the mistakes made by the express delivery enterprise in the process of providing the service.How to convert the unfavorable factors of the business development into the factors that are beneficial to the development of the enterprise requires active and effective service remedial measures.The courier company responds promptly to the consumer with direct monetary compensation,and can sincerely apologize,assume responsibility and explain the reasons caused by the service failure,and inform the consumer in advance of possible potential service errors,which can make up for consumption to some extent.The loss of spiritual and material aspects makes consumers recognize the respect and attention that express delivery companies receive in their own social trading activities,which in turn helps consumers to establish long-term good relationships with enterprises,making express delivery companies compete in fierce market competition.Get an edge.Based on this,this paper takes the express delivery enterprise as the research object to analyze whether the express service remediation of the express delivery enterprise and the consumer perception fairness will enhance the consumer's positive behavior intention,and whether the service remedy will have an effect on the consumer behavior intention and the specific path by affecting the perceived fairness.And analyze the mediating role of perceived fairness.This paper aims to enrich the service remediation mechanism of express delivery service companies and provide reference for the theoretical research and management practice of service remediation.After combing the relevant literature,it is found that the related research mainly focuses on the relationship between service remedy and consumer behavior intention,or only the mediating role of perceived fairness in service remedy,and the related research on the specific action path between variables.Based on the theory of perceived fairness,this paper analyzes the interrelationship between service remediation and consumer perceived fairness and positive behavioral intention through questionnaire survey on the basis of reviewing and analyzing relevant literature,and establishes service remediation.The role model of consumers' positive behavioral intentions,and attempts to analyze the specific path of perceived fairness to consumer behavior intentions.Through qualitative analysis and quantitati've analysis,this paper draws the following conclusions:the dimensions of service remediation(tangible compensation,response speed,apology and remedial initiative)have a significant positive effect on consumers' positive behavioral intentions;In the influence of dimensions(results fairness,procedural fairness and interactive fairness),tangible compensation can significantly improve the fairness level of consumers'perceived results,and the response speed can significantly promote the perceived level of fairness of consumers.Apologizing and remedial initiative can significantly enhance consumer interaction.The level of fairness;perceived dimensions have a significant positive effect on the positive behavior of consumers and have a mediating effect.As a result,fairness plays a part in mediating between the tangible compensation of express delivery companies and the positive intentions of consumers,and the procedural fairness responds in express delivery enterprises.Speed and consumer's positive behavior intentions play a full mediating effect.Interactive fairness plays a part in mediating effect between express delivery company remedy apology and consumer behavior intention.Interactive fairness plays a role between express delivery enterprise remedy initiative and consumer positive behavior intention.Partial mediation.According to the above research conclusions,this paper provides some management suggestions for express delivery enterprises from the perspectives of service recovery and perceived fairness.This has certain practical significance for express delivery companies to gain competitive advantage in the current fierce market environment,and can promote express delivery enterprises to remedy services.Pay attention to,enhance the awareness of maintaining good relations with consumers,and provide theoretical basis and reference for the development of service remediation strategies for express companies and other related entities.