An Exploratory Study of Service Recovery, Justice Perception, and Post-complaint Behavior

• Main Authors: Chih-Liang Wu, 吳至良
• Other Authors: Tsung-Chi Liu
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/09748329953825271994

碩士 === 國立成功大學 === 企業管理學系碩博士班 === 93 === 　The study applied the Critical Technique Incident method and content analysis to categorize service failure incidents, service recovery strategies, and justice perception. Previous consumer complaint behavior studies were used as a base for developing conceptual framework. This study also mentioned the justice perception and service failure severity related concepts to explore comprehensive consumer complaint behavior process. Results of this study including: 　First, most of service failures are related to the guarantees of Eastern Home Shopping Network. Second, the most frequently occurring recovery strategy involved the replacement and the refund of purchased merchandise. Re-managed complaint by the third party is also the most taken recovery strategy, but ratings for this recovery strategy are different. The retention rate and satisfaction involved correction plus and nothing are low. Third, consumers evaluate every dimensions of justice perception to form their justice perception. The perception of justice further affected consumers’ satisfaction of complaint handling. Finally, consumer post-complaint behaviors are diversity; including repurchase, word-of-mouth, re-complain, and third-party complain.