| Summary: | 碩士 === 銘傳大學 === 管理科學研究所在職專班 === 92 === The purpose of this study is to investigate the relationships among service failures, service recovery as well as perceived justice in Non-Profit Organization. Because these three organizations were founded before the practice of Volunteering Service Law in 2001, it was necessary to evaluate this kind of community service. These organizations pay close attention to those who are in need.
One of the most common cases of service failures is the gap between the demands of customers and the supply of volunteers. Service recoveries vary with service failures. This kind of failure in procedure is better repaired by initiation or apology rather than that of compensation or speed responds. However, the customers will accept compensation or speed respond on occasion.
No matter what kind of failures, NPO never compensates with money or materials for the service recovery. Among the justice perceived, the interaction justice is highly evaluated, far superior to either procedural justice or distributive justice. Only when the service recovery follows along with the perceived justice, will the customers feel satisfied that they are being treated fairly.
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