作为服务质量的重要内容，服务补救对消费者行为意向产生重要影响，但产生影响的关键因素及其机理并无定论。通过理论与实证分析商业健身会所服务补救对消费者行为意向关系产生影响的两条路径：1）服务补救通过感知公平的中介作用对消费者行为意向产生影响。2）服务补救通过负面情绪缓解的中介作用对行为意向产生影响。而且，感知公平通过负面情绪缓解的中介作用对消费者行为意向产生影响；卷入度高的消费者主要通过感知公平的中介作用影响消费者后续行为，卷入度低的消费者主要通过负面情绪缓解的中介作用产生影响。%As an important part of the quality of service ,service recovery have a major impact on consumer behavioral and intentions ,but the key factor affecting its mechanism has not been determined .This study analyzed the two paths of commercial fitness clubs service recovery on consumer behavior intention through theoretical and empirical relationship .First ,service recov‐ery through perceived fairness which is the intermediary role in consumer behavior intention . Second ,service recovery through mitigation of negative emotions affect behavior intention ;per‐ceived justice through mitigation of negative emotions effect behavior intention ;high involve‐ment consumers primarily through the intermediary role of perceived justice impact on consum‐er behavior ,low involvement consumers mainly rely on negative emotions .
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