随着我国经济实力的提升，人均可支配收入的增长，以及乘客对出行效率的 需求不断增加，民航业旅客运输量逐年增长。然而由于天气变化、机械故障、飞 机调配等不可控因素，以及航空公司服务管理缺失等原因，航班延误现象也日渐 增多，致使旅客不满意度和投诉率的上升，最终导致顾客忠诚度的下降。并且， 因为航班延误后旅客的出行计划被扰乱以及不确定性的增加，旅客存在普遍的焦 虑感，这种焦虑感会影响旅客的满意度，进一步导致顾客忠诚度的下降，最终导 致顾客的流失。因此，航班延误后良好的服务体验对民航业发展十分重要，也是 有效提升企业的品牌形象和行业竞争力的关键举措。 目前，学术界关于航空服务体验的研究，主要集中在网站购票和机上服务等 方面，较少关注航班延误后补救服务体验及其对顾客忠诚的影响，而航班延误现 象日益严重，进而导致顾客流失进一步加剧。因此本研究将从现实状况出发，了 解航班延误后补救服务体验的现状，并进一步探索其对顾客忠诚的影响效应。首 先，本文在回顾补救服务体验相关文献基础上，运用网络民族志方法将航班延误 后的补救服务体验分为服务场景、员工情绪劳动、核心服务质量三个维度；根据 文献归纳总结将顾客忠诚划分为态度忠诚和行为忠诚两个维度。然后，以补救服 务体验为自变量，顾客忠诚为因变量，构建了补救服务体验对顾客忠诚影响的概 念模型，顾客满意度为中介变量，特质焦虑为调节变量。同时，通过线上线下的 渠道，总计收集250份有效问卷，并综合运用SPSS 18.0和AMOS 21.0软件进 行数据的信效度分析、回归分析等，验证研究的假设。 研究结果显示：（1）服务场景、员工情绪劳动、核心服务质量对顾客满意 度有显著正向影响，并通过顾客满意度（部分中介）影响顾客态度忠诚；服务场 景对顾客行为忠诚的影响不显著，员工情绪劳动、核心服务质量通过顾客满意度 （部分中介）影响顾客行为忠诚（2）特质焦虑作为调节变量对补救服务体验三 个维度与顾客满意度之间的关系有显著反向影响。 关键词：航班延误，补救服务体验，特质焦虑，顾客满意度，顾客忠诚 II Abstract With the improvement of Chinese economy the growth of per capita disposable income , and the increasing demand of passengers for travel efficiency, the volume of the passenger traffic in civil aviation industry has been increasing for years. However, due to uncontrollable factors such as weather changes, mechanical failures, aircraft deployment, passenger reasons, and lack of airline service management, flight delays are also increasing, resulting in increased passenger dissatisfaction and complaint rates, ultimately leading to decline of customer loyalty . In addition, because the travel plans of passengers are disrupted and uncertainty increases after flight delays, there is a general sense of anxiety among passengers. This kind of anxiety will affect passenger satisfaction, further reduce customer loyalty, and ultimately lead to the loss of customers. Therefore, a good service experience after flight delays is very important for the development of the civil aviation industry, and it is also a key measure to effectively improve the brand image and competitiveness of enterprises. At present, the research on airline service experience in academia mainly focuses on website ticket purchase and in-flight service, and pays less attention to the remedial service experience after flight delay and its impact on customer loyalty. First, based on reviewing relevant literature on remedial service experience, network ethnography was uesd to divide the remedial service experience after flight delay into three dimensions: service scenario, employee emotional labor, and core service quality. According to the literature summary , customer loyalty was divided into attitude loyalty and behavioral loyalty. Then, a conceptual model of the effect of the remedial service experience on customer loyalty was constructed with the remedial service experience as the independent variable, customer loyalty as the dependent variable, customer satisfaction as the mediating variable, and trait anxiety as the moderator variable. Finally, a total of 250 valid questionnaires were collected through questionnaire surveys, and SPSS 18.0 and AMOS 21.0 software were comprehensively used to analyze the reliability and validity of the data and regression analysis to verify the hypothesis of the research. The results show that: (1) service scenarios, employee emotional labor, and core III service quality have a significant positive impact on customer satisfaction, and directly or indirectly affect customer attitude loyalty through customer satisfaction (partial intermediary); the impact of service scenarios on customer behavioral loyalty is not significant; employee emotional labor and core service quality have significant effects on customer behavior loyalty. (2) Trait anxiety as a moderator has a significant adverse effect on the relationship between the three dimensions of remedial service experience and customer satisfaction. Keywords: Flights Delay, Remedial Service Experience, Trait Anxiety, Customer Satisfaction, Customer Loyalty IV 目 录 摘要.......................... I Abstract .................... II 目 录....................... IV 第1章 绪论............. 1 1.1研究背景..... 1 1.1.1航班延误后补救服务体验现状.................... 1 1.1.2 问题的提出.................... 3 1.2研究目的及意义........................ 5 1.2.1研究目的......................... 5 1.2.2研究意义......................... 5 1.3研究内容及方法........................ 6 1.3.1研究内容......................... 6 1.3.2研究方法......................... 7 1.3.3技术路线图..................... 8 第2章 文献综述..... 9 2.1 补救服务体验........................... 9 2.1.2服务补救......................... 9 2.1.2服务体验....................... 10 2.1.3补救服务体验............... 11 2.2 顾客满意度............................. 12 2.2.1顾客满意度的定义....... 12 2.2.2顾客满意度理论模型... 12 2.3 顾客忠诚.. 15 2.3.1顾客忠诚的定义........... 15 2.3.2顾客忠诚的维度........... 15 2.4 特质焦虑.. 16 2.4.1特质焦虑的定义........... 16 2.4.2特质焦虑的相关研究... 16 2.5文献述评... 17 第3章 航班延误后补救服务体验的维度挖掘研究......... 19 V 3.1 研究目的.. 19 3.2研究方法——网络民族志...... 19 3.3研究方案与实施...................... 20 3.3.1确定研究对象............... 20 3.3.2数据收集与整理........... 21 3.3.3数据分析与解释........... 22 3.3.4可信度与效度............... 22 3.4研究结果——航班延误后补救服务体验的维度. 23 3.4.1服务场景....................... 23 3.4.2员工情绪劳动............... 24 3.4.3核心服务质量............... 25 第4章 研究基础与假设...................... 27 4.1 理论基础.. 27 4.1.1体验营销理论............... 27 4.1.2 S-O-R理论 ................... 27 4.2 研究假设.. 28 4.2.1补救服务体验与顾客忠诚的关系.............. 28 4.2.2补救服务体验与顾客满意度的关系.......... 29 4.2.3顾客满意度与顾客忠诚的关系.................. 29 4.2.4顾客满意度的中介作用.............................. 30 4.2.5特质焦虑的调节作用... 31 4.3 研究模型.. 32 第5章 研究设计与预调查.................. 33 5.1问卷设计与变量测量.............. 33 5.1.1问卷设计....................... 33 5.1.2变量的测量................... 33 5.2 预调查...... 36 5.2.1问卷收集....................... 36 5.2.2信效度测试................... 36 第6章 数据分析与假设检验.............. 40 6.1 正式调查.. 40 6.2 描述性统计............................. 40 6.3信效度检验.............................. 42 6.3.1信度检验....................... 42 VI 6.3.2效度检验....................... 42 6.4相关性分析.............................. 46 6.5 假设检验.. 47 6.5.1主效应检验................... 47 6.5.2中介效应检验............... 49 6.5.3调节效应检验............... 51 6.6研究结果... 52 第7章 结论及展望.............................. 55 7.1研究结论... 55 7.2管理启示... 55 （1）重视服务场景的建设.. 55 （2）提高员工情绪管理能力............................. 56 （3）保障核心服务质量...... 56 （4）化解旅客的焦虑感...... 56 7.3创新点....... 57 7.4研究展望... 57 致谢......................... 58