| Summary: | 碩士 === 國立東華大學 === 國際企業學系 === 97 === Because services are heterogeneous and non-separated, it always happens at the same time while the service is going on with the customer’s consumption. Moreover the services quality is unable to compare with the manufacturing can do the quality control before the product selling. If the service failure comes up, the corporation must provide suitable way to redeem for customer’s uncomfortable feeling. Takes advantage to avoid the corporation damage for create the customer satisfaction and the customer loyalty. And decrease to become low customer's confidence of corporation, and bad oral traditions formation.
The subject of this research is focus on the service failure, service recovery, the recovery result and carry on the correlation discussion of the T Corporation’s customer who have used the international simple resale service.
The goals of the research are as follows: Discussion different service failure has its corresponding service recovery way. Discussion service attitude involvement will influence the relatedness between the service recovery and the recovery result. Discussion the severity of service involvement will influence the relatedness between the service recovery and the recovery result. Discussion the other factors of service involvement will influence the relatedness between the service recovery and the recovery result.
The findings discovered the followings: The relation of service failure and service recovery identification has the positive effect. Different service failure may use specific service recovery. The relation of service recovery and service recovery result identification has the positive effect. The variable of service attitude is able to affect the customer’s appraisal for the service recovery result. The severity of service is able to affect the customer’s appraisal for the service recovery result. The other factors of service are able to affect the customer’s appraisal for the service recovery result.
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