顾客参与意愿对外卖服务补救效果的影响机制研究

In order to help the takeaway industry grasp the growth opportunities by providing customers with timely and effective service remediation, after verifying the impact of traditional service remediation on the willingness to repurchase, this paper puts forward the novel concept of customers\' willingness to participate in the service remediation process according to the service characteristics of takeaway platforms, and studies the moderating effect of customer participation willingness on the service remediation effect of takeaway srevice. Questionnaire research and structural equation model were used to verify the negative moderating effect of customer participation willingness between emotional remedy and repurchase intention, that is, the lower the customer\'s willingness to actively participate in service remedy, the stronger the repurchase willingness was affected by emotional remedy. Finally, based on above research and conclusions, this paper puts forward reference suggestions for takeaway platforms and merchants.