CAJ | 학술논문

在借鉴其他行业对于服务补救研究的基础上，建立高速铁路旅客运输服务补救理论模型。对高速铁路旅客运输服务补救给出理论研究成果，设计调查问卷对模型进行实证研究，通过对调查数据的统计分析，找出高速铁路旅客运输服务补救中旅客最看重和最不看重的补救措施，并通过对调查结果的相关分析，证明沟通、授权、解释、有形性、补偿和反馈分别与旅客满意度呈正相关关系。铁路运输企业通过高速铁路旅客运输服务补救可以培养旅客忠诚，从而使自身在竞争激烈的运输市场处于有利地位。
재차감기타행업대우복무보구연구적기출상，건립고속철로여객운수복무보구이론모형。대고속철로여객운수복무보구급출이론연구성과，설계조사문권대모형진행실증연구，통과대조사수거적통계분석，조출고속철로여객운수복무보구중여객최간중화최불간중적보구조시，병통과대조사결과적상관분석，증명구통、수권、해석、유형성、보상화반궤분별여여객만의도정정상관관계。철로운수기업통과고속철로여객운수복무보구가이배양여객충성，종이사자신재경쟁격렬적운수시장처우유리지위。
According to the research on service recovery,the high -speed railway passenger transport service re-covery theoretical model is established.This paper proposes the theoretical research achievements of high -speed railway passenger transport service recovery and designs the corresponding survey questionnaire for the empirical research of the model.Then through statistical analysis of survey data,the paper find the high -speed railway passenger transport service recovery important and unimportant measures passengers feel.The positive correlation to be present between the passenger satisfaction and communication,authorization,interpretation,tangibility, compensation and feedback is performed.Through high -speed railway passenger transport service recovery, railway transport companies can bring up the passenger loyalty and have a favorable position in the competitive transport market.