THE STUDY OF THE EFFECTS OF SERVICE FAILURES ON CONSUMER'S BEHAVIOR INTENTION IN HOME DELIVERY INDUSTRY

• Main Authors: Ming-chang Hsiao, 蕭明章
• Other Authors: Kai-wayne Chuang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/18776375357499613351

碩士 === 南華大學 === 企業管理系管理科學碩博士班 === 97 === 　　As for dome delivery Industry in Taiwan, since TECO Group took the lead in cooperating with Nippon Express to introduce professional dome delivery technique and formed “Taiwan Pelican Express” in 2000, the generation of home delivery has begun. Strictly speaking, “home delivery” belongs to one part of Logistics Industry; however, “logistics” only solves the circulation among goods. “home delivery” enables consumers to enjoy instant, fast and convenient home services after shopping. Therefore, home delivery Industry Proprietors’ methods of dealing with service failures have close correlation with consumers’ behavior intention. 　　 　　This study intends to provide proper service recovery measures aimed at proprietors’ different types of service failures, and to explore the correlation between customers’ satisfaction after receiving compensation and their subsequent behavior intention to consume once again. It is expected that customers’ reactions to different methods of dealing with service failures can be understood through this study, in order to further understand consumers’ behavior intention after home-delivery service failures. Also, through the profound analysis on the collection of consumers’ viewpoints, it is expected that home delivery Industry Proprietors can have the referral directions for regulating their service strategies after service failures happened. 　　 　　In this study, the data were gathered through questionnaires. Through statistic analyses, it is found that service failures have certain degree of negative influence on consumers; however, consumers’ dissatisfaction degree can be reduced through recovery measures; even negative influence can be changed into positive satisfaction. The suggestions for home delivery Industry Proprietors are: reduce the occurrence probability of service failures, establish faultless communication channels, and construct the implementation and applications of effective recovery procedures