Empirical Analysis of the Factors of Perceived Performance for Consumers in Service Remedy in an Auto 4S Shop

The study of the service recovery performance in consumer perception is very scarce, leading to lack theoretical guidance in the work for Auto 4S shop service remedy.Based on social exchange theory, the paper presents eight research hypotheses and analyzes the content and its influencing factors of the consumer perception of performance in the service recovery process, combining with the economical and social of the loss of resources in service failure and impact factors of the service recovery. Customers in six local 4S shops are used as research subjects, research data were obtained using survey methods of scenario simulation experiments, and the underlying assumptions were studied using the SPSS. Conclusions showed that apology, redress, remedies speed, initiative had a significant influence for the perceived performance of social resources exchange, and that remedy speed, the amount of compensation had a significant influence for the perceived performance of economical resources exchange.