| Summary: | 碩士 === 中國文化大學 === 國際企業管理研究所 === 98 === In this highly competitive environment, service quality has been the competitive advantage for organizations. The customers not only care about the product quality and price, but also the service quality. However, service failure may be happened easily when employees offer the service to customers because of service’s invisible characteristic. If organizations can not handle the service failure well, customers may complain about the unsatisfied service. In order to make the customers satisfied with the good service and maintain the good relationships with the customers, the compa-nies will always take the service recovery strategies to recover the service failure. There have been many studies discuss service recovery. However, most of them are about the external service recovery, just a few studies are about the internal service recovery.
From previous literatures, we have known the concept of the internal service recovery and understand that it is the root of service recovery. If the internal service recovery practices well, it may decrease the service failure and maintain the good service quality. The benefits from internal service recovery may be better than exter-nal service recovery. Furthermore, good internal service recovery may not only create good organizational climate for employees and can support them to implement the service recovery, but also make them trust the organization and get good job sa-tisfaction.
The purpose of this study is mainly to find out the relationships among the in-ternal service recovery, organizational climate and job satisfaction. In this study, in-ternal service recovery is used as the independent variables, organizational climate is used as the intervening variable, and employees’ job satisfaction is the dependent va-riable. The result indicates that a significant positive correlation is identified among internal service recovery, organizational climate, and employees’ job satisfaction. In-ternal service recovery is positively significant to organizational climate. Organiza-tional climate is positively significant to employees’ job satisfaction. Internal service recovery is positively significant to employees’ job satisfaction. Organizational cli-mate is found to have a significant mediating effect between internal service recovery and employees’ job satisfaction.
According to the result, organizations can be enabled to set up good internal service recovery strategies, promote the organizational climate and increase em-ployees’ job satisfaction so that they can advance their business performance and keep the highly competitive advantage.
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