The Influence of Expected Remedy and Actual Remedy on Satisfaction with Remedy: A Study of Scenario Experiment

• Main Authors: Yu-Yun Lin, 林育昀
• Other Authors: Chin-Hus Chang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/17567384711683271889

碩士 === 大葉大學 === 人力資源暨公共關係學系 === 96 === Because failure occurrence and recovery condition were not often the same. Hence, increase customer postrecovery satisfaction, let them be willing to return to consume once again and maintain good relationship with firms. The firms should seek recovery management method of customers expected. So far works which is about service failure and service recovery have had a lot quite, but prior works explored service failure types or recovery strategies after service failure for the most part, thus, the purpose of this study was further to examine the impact of the difference service failure types and difference actual remedy cinditions on postrecovery satisfaction. Furthermore, the study was also to examine the impact difference service failure types on failure attribution, failure attribution on expected remedy, expected remedy on recovery disconfirmation, recovery disconfirmation on postrecovery satisfaction and actual remedy on recovery disconfirmation. Subjects in this study was banking industries, which adopts a 2(service failure type) by 4(actual remedy) between-subjects scenario experiment. The result revealed that postrecovery satisfaction was not influenced by service failure types, but was significantly influenced by actual remedy, and service failure types was not interactive effect with actual remedy; difference service failure types were not significantly difference for failure attribution; failure attribution positively influences expected remedy; expected remedy positively influences recovery disconfirmation; actual remedy was significantly difference for recovery disconfirmation; recovery disconfirmation negatively influences postrecovery satisfaction.