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海外套裝旅遊的服務失誤與服務補救對消費者忠誠度與滿意度之影響 = Imp...

國立高雄大學經營管理研究所

海外套裝旅遊的服務失誤與服務補救對消費者忠誠度與滿意度之影響 = Impact of Service Failure and Recovery on Customer Loyalty and Satisfaction for Foreign Inclusive Tours

Record Type:	Language materials, printed : monographic
Paralel Title:	Impact of Service Failure and Recovery on Customer Loyalty and Satisfaction for Foreign Inclusive Tours
Author:	沈信志,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	民99[2010]
Description:	107面圖，表 : 30公分;
Subject:	海外套裝旅遊
Subject:	Foreign Inclusive Tours
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/99680940295373756032
Summary:	近年來服務失誤與補救的概念已經成為旅遊業者關注的課題，主要原因在於服務失誤與補救對消費者的滿意度與忠誠度有直接的關聯，並會影響企業的獲利。本研究旨在分析海外套裝旅遊服務失誤補救對消費者滿意度及忠誠度的影響，並進一步探討服務失誤嚴重性在消費者認知公平與滿意度及忠誠度之間的干擾效果，以及消費者滿意度在認知公平與忠誠度之間的中介效果。主要的研究結果包括：(1)服務失誤與服務補救對消費者滿意度與忠誠度有顯著性影響；(2)服務嚴重性在認知公平與消費者滿意度與忠誠度間不具干擾效果；(3) 消費者滿意度在認知公平與忠誠度之間具有中介效果。本研究亦針對理論與實務及未來的研究方向提出討論與建議。 In recent years, the concept of service failure and recovery have been a topic of interest to the travel and tourism industry for the primary reason that consumer satisfaction has a direct link to loyalty and affects organizational profits.The purpose of this study is to investigate the impact of service failure and recovery on customer loyalty and satisfaction for foreign inclusive tours, and to further explore the moderating effect of severity of failure between perceived justice and customer satisfaction/loyalty, the mediating effect of customer satisfaction between perceived justice and customer loyalty. Major findings were as follows: (a) customer satisfaction and loyalty were significantly affected by service failure and recovery, (b) there was no moderating effect of severity of failure between perceived justice and customer loyalty¸ and (c) there were mediating effect of customer satisfaction between perceived justice and customer loyalty. Theoretical and practical implications and recommendations as well as future research directions were also discussed.

海外套裝旅遊的服務失誤與服務補救對消費者忠誠度與滿意度之影響 = Impact of Service Failure and Recovery on Customer Loyalty and Satisfaction for Foreign Inclusive Tours
沈, 信志

海外套裝旅遊的服務失誤與服務補救對消費者忠誠度與滿意度之影響 = Impact of Service Failure and Recovery on Customer Loyalty and Satisfaction for Foreign Inclusive Tours / 沈信志撰 - [高雄市] : 撰者, 民99[2010]. - 107面 ; 圖，表 ; 30公分.
參考書目：面.
海外套裝旅遊Foreign Inclusive Tours

海外套裝旅遊的服務失誤與服務補救對消費者忠誠度與滿意度之影響 = Impact of Service Failure and Recovery on Customer Loyalty and Satisfaction for Foreign Inclusive Tours
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330 $a 近年來服務失誤與補救的概念已經成為旅遊業者關注的課題，主要原因在於服務失誤與補救對消費者的滿意度與忠誠度有直接的關聯，並會影響企業的獲利。本研究旨在分析海外套裝旅遊服務失誤補救對消費者滿意度及忠誠度的影響，並進一步探討服務失誤嚴重性在消費者認知公平與滿意度及忠誠度之間的干擾效果，以及消費者滿意度在認知公平與忠誠度之間的中介效果。主要的研究結果包括：(1)服務失誤與服務補救對消費者滿意度與忠誠度有顯著性影響；(2)服務嚴重性在認知公平與消費者滿意度與忠誠度間不具干擾效果；(3) 消費者滿意度在認知公平與忠誠度之間具有中介效果。本研究亦針對理論與實務及未來的研究方向提出討論與建議。 In recent years, the concept of service failure and recovery have been a topic of interest to the travel and tourism industry for the primary reason that consumer satisfaction has a direct link to loyalty and affects organizational profits.The purpose of this study is to investigate the impact of service failure and recovery on customer loyalty and satisfaction for foreign inclusive tours, and to further explore the moderating effect of severity of failure between perceived justice and customer satisfaction/loyalty, the mediating effect of customer satisfaction between perceived justice and customer loyalty. Major findings were as follows: (a) customer satisfaction and loyalty were significantly affected by service failure and recovery, (b) there was no moderating effect of severity of failure between perceived justice and customer loyalty¸ and (c) there were mediating effect of customer satisfaction between perceived justice and customer loyalty. Theoretical and practical implications and recommendations as well as future research directions were also discussed.
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