The Research on Moderating Effect of Relationship Benefits in Customer Service Recovery of Sports Medicine: Using Data Mining
This article introduces the relationship benefits into the research area of customer service recovery of sports medicine. Through data mining, the study has shown that in the sports medicine area, perceived justice have different impact on customer satisfaction and customer loyalty between different relationship benefits customers. For the high relationship benefits customers, distributive justice and interactional justice have significant impact on customer satisfaction and customer loyalty, even if they are dissatisfied, but they will remain loyalty. For the low relationship benefits customers, interactional justice has significant impact on customer satisfaction, and only they remain loyalty when they satisfied. Relationship benefits have the moderating effect in customer service recovery of sports medicine, if customers receive the relationship benefits from sports medicine enterprises, even if the service does not meet their expectations, they would still maintain the relationship with sports medicine enterprises. Our conclusions have the guiding effect for the enterprises, especially for the sports medicine service enterprises.
Q. M. Kong and M. L. Zhang, "The Research on Moderating Effect of Relationship Benefits in Customer Service Recovery of Sports Medicine: Using Data Mining", Advanced Materials Research, Vol. 187, pp. 67-72, 2011