國立高雄大學圖資館 |

顧客認知公平對服務補救滿意度之影響 = The Impact of Customer Perceived Justice on Satisfaction of Service Recovery：The Case of Telecommunication Service Industry : 以電信服務業為例

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	The Impact of Customer Perceived Justice on Satisfaction of Service Recovery：The Case of Telecommunication Service Industry
副題名:	以電信服務業為例
作者:	謝孟岷,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2012[民101]
面頁冊數:	83面圖，表格 : 30公分;
標題:	服務失誤
標題:	Service failure
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/33594845980589279503
附註:	104年10月31日公開
附註:	參考書目：面56-61
其他題名:	以電信服務業為例
摘要註:	近年來服務失誤與補救之概念已經成為服務業之品質焦點，當提供的服務不符合顧客所期望時，則服務失誤可能產生。服務失誤可能導致顧客與業者的關係下降，並且產生負面的口碑以及未來不會再次來消費，因此，當服務失誤發生時，服務業有必要進行適當的服務補救。而服務補救是為了將不滿意的顧客轉化成滿意的顧客，並且保持關係的一種過程。另一方面，電信業的蓬勃發展，也促使業者開始意識到當服務發生失誤時，必須確切的對顧客進行補救以提升顧客的滿意度。本研究以電信服務業為研究對象，針對服務失誤後，業者所採取之補救行動對於顧客滿意度與行為意圖的影響。在研究中，首先探討不同的服務失誤在補救認知公平上是否有差異，並且探討認知公平對於補救後滿意度的影響，以及探討認知公平對於顧客行為意圖的影響，再進一步分析補救後滿意度是否在認知公平對於行為意圖之影響具有中介效果。研究結果發現，服務失誤類型在分配公平上有顯著性差異，而認知公平對於補救後滿意度與行為意圖都具有顯著性的影響，且補救後滿意度對於認知公平與行為意圖之間的影響具有中介效果。而經由敘述性統計分析發現，有過服務失誤經驗的顧客之認知公平的認知程度較低。因此，本研究建議，企業可藉由提供分配公平、程序公平以及互動公平的補救方法來提升顧客的滿意度與行為意圖。其中，企業以實質賠償（金錢或者禮物）為補救之策略時，對服務傳遞系統失誤有顯著的正向效果。 Recently, the concept of service failure and recovery has become the major issue of service quality in the service industry. The service failure occurs when the service does not meet customer expectations. Service failure may result in adverse relationship between the customers and the service company; produce negative word-of-mouth; and reduce the willingness of customer repurchase in the future. Thus, when service failures occur, it is necessary that the service company need to take appropriate recovery actions. Service recovery is a process that aims to bring the unsatisfied customers into the satisfied ones and to maintain a good relationship between customers and the service company. On the other aspect, owing to the fast development of telecommunication industry, the telecommunication service company starts to realize how important it is to take the recovery actions when service failures occur in order to enhancing customer satisfaction.The objective of this research is to empirically study how the recovery actions affect customer satisfaction and customer behavioral intentions when service failures occur in the telecommunication service industry. The research, firstly, testify if there are different degrees of perceived justice among various types of service failure. Then, the impacts of perceived justice on both customer satisfaction and customer behavioral intentions after taking the recovery action are also tested. A further statistical analysis is performed to verify if customer satisfaction has the mediating effects on the relationship between the perceived justice and the customer behavioral intentions.Results show that the types of service failure have significant difference in the distributive justice; there are significant impacts of perceived justice on both the satisfaction and the customer behavioral intentions after the recovery actions; and the satisfaction after the recovery actions has mediating effects on the relationship between perceived justice and customer behavioral intentions. In addition, the research found that the customers who used to experience service failures would have lower degree of perceived justice according to the descriptive statistical analysis. Finally, this study suggests that enterprises can enhance customer satisfaction and customer behavioral intentions by offering appropriate distributive justice, procedural justice and interaction justice. Among those, when enterprises provide substantial compensations, (e.g., finance or gifts) as the recovery strategies, it has a positive effect on the failures of service delivery system.

顧客認知公平對服務補救滿意度之影響 = The Impact of Customer Perceived Justice on Satisfaction of Service Recovery：The Case of Telecommunication Service Industry : 以電信服務業為例
謝, 孟岷

顧客認知公平對服務補救滿意度之影響 = The Impact of Customer Perceived Justice on Satisfaction of Service Recovery：The Case of Telecommunication Service Industry : 以電信服務業為例 / 謝孟岷撰 - [高雄市] : 撰者, 2012[民101]. - 83面 ; 圖，表格 ; 30公分.
104年10月31日公開參考書目：面56-61.
服務失誤Service failure

顧客認知公平對服務補救滿意度之影響 = The Impact of Customer Perceived Justice on Satisfaction of Service Recovery：The Case of Telecommunication Service Industry : 以電信服務業為例
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