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服务失败引发的补救问题是服务领域的重要议题。由于服务具有不确定性，初次补救可能失败甚至引发新的不满，形成双重偏差。在此情境下，企业需要转接上级员工进行二次补救以修复与顾客的关系。随着一线人工智能(AI)员工逐渐普及，不同服务转接来源对二次补救效果的影响机理亟须进一步探讨。研究发现：当服务转接来源是一线人类员工(vs.一线AI员工)时，上级人类员工二次补救效果更好；其中，感知地位提升和感知善意在服务转接来源和二次补救效果之间发挥链式中介作用；同时，个性化的二次补救策略能有效缩小由转接来源不同所造成的补救效果差距。这些结论拓展了转接情境下二次补救的相关研究，为企业在数智化服务场景下优化服务转接流程、设计有效补救策略提供了重要的决策参考。
Abstract：Service recovery following service failure is a critical issue in the service domain. Owing to the inherent uncertainty of services, initial recovery efforts may fail and even trigger additional dissatisfaction, resulting in double deviation. In this context,firms often need to escalate the issue to senior employees for secondary recovery to repair customer relationships. With the growing prevalence of frontline artificial intelligence( AI) agents, it is imperative to explore how different service handoff origins affect secondary recovery effectiveness and to uncover the underlying mechanisms. The findings reveal that: when the service handoff originates from frontline human employees( vs. frontline AI agents), secondary recovery delivered by senior human employees leads to better outcomes; perceived status enhancement and perceived benevolence serve as sequential mediators between service handoff origins and secondary recovery outcomes; additionally, personalized secondary recovery strategies can effectively mitigate the recovery outcome gap caused by different handoff origins. These conclusions extend the research on secondary recovery in handoff contexts and offer important decision references for firms aiming to optimize service handoff processes and design effective recovery strategies in digital and intelligent service scenarios.
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基本信息:
DOI：10.14134/j.cnki.cn33-1336/f.2026.07.001
中图分类号:F274;TP18
引用信息:
[1]周元元,刘鹏,李璋.AI还是人类?服务转接来源对二次补救效果的影响研究[J].商业经济与管理,2026,No.417(07):4-14.DOI:10.14134/j.cnki.cn33-1336/f.2026.07.001.
基金信息:
国家自然科学基金面上项目“权责交接下的服务补救策略与机制研究：基于人工智能拟主体地位视角”(72472054)
2026-07-21
2026
2026-07-21
2026-08-21
2026
1
2026-07-15
2026-07-15