Enhance customer satisfaction through service recovery options

• Main Authors: Chin-Yu Kao, 高謹瑜
• Other Authors: 翁華鴻
• Format: Others
• Language: en_US
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/47329155282823148934

碩士 === 元智大學 === 國際企業學程 === 99 === Even if the five-star service, they may face with service failure within service process, however, it is a great chance to set up the relationship between the customer and providers also can improve corporate image and enhance the company value. Therefore, this study design three types of service failure, to test how affect the customer satisfaction after service recovery. The study examined the interactive effects of A3( company error, customer error, other error) by 2(service recovery, service recovery option) was developed. Results indicated that the failure from customers, they may has more satisfaction. Then the failure from company, offer service recovery option has more satisfaction than before, finally they has interact relationship between type of failure and service recovery. The main reasons that because customer is a self-service, they more like to participate among service process.