The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction
碩士 === 國立彰化師範大學 === 企業管理學系 === 102 === Abstract Recently, service recovery has become a more important research topic due to the inten-sively increasing need of services in all businesses. Because of the intangibility, inseparability, variability, and perishability in services, service failure (w...
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ndltd-TW-102NCUE51210192015-10-14T00:18:38Z http://ndltd.ncl.edu.tw/handle/52390868069761757904 The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction 服務失誤歸因、補救滿意度與整體服務滿意度關係之研究 王睿怡 碩士 國立彰化師範大學 企業管理學系 102 Abstract Recently, service recovery has become a more important research topic due to the inten-sively increasing need of services in all businesses. Because of the intangibility, inseparability, variability, and perishability in services, service failure (which may cause customers’ negative impression) is an unavoidable challenge. Therefore, there exists an urgent need for developing the methodology of service recovery for enterprises. In this study, the relationship between the Relationship Quality and the attribution of service failures was first analyzed. Then, the relationships between the attribution of service failures, the overall service satisfaction, and the service recovery satisfaction were explored. At the end, how the overall service satisfaction and the service recovery satisfaction affect customers’ post-purchase intention was further discussed. We concluded that to enhance the Relationship Quality between enterprises and their customers is crucial to overall customer satisfaction. In order to enhance that, the enterprises should provide good communication platforms for their customers. In addition, to establish effective principles and measures of service recovery is necessary. When the service failures occur, the efficient recovery measures could minimize the enterprises’ loss. 白凢芸 2014 學位論文 ; thesis 95 zh-TW |
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碩士 === 國立彰化師範大學 === 企業管理學系 === 102 === Abstract
Recently, service recovery has become a more important research topic due to the inten-sively increasing need of services in all businesses. Because of the intangibility, inseparability, variability, and perishability in services, service failure (which may cause customers’ negative impression) is an unavoidable challenge. Therefore, there exists an urgent need for developing the methodology of service recovery for enterprises.
In this study, the relationship between the Relationship Quality and the attribution of service failures was first analyzed. Then, the relationships between the attribution of service failures, the overall service satisfaction, and the service recovery satisfaction were explored. At the end, how the overall service satisfaction and the service recovery satisfaction affect customers’ post-purchase intention was further discussed.
We concluded that to enhance the Relationship Quality between enterprises and their customers is crucial to overall customer satisfaction. In order to enhance that, the enterprises should provide good communication platforms for their customers. In addition, to establish effective principles and measures of service recovery is necessary. When the service failures occur, the efficient recovery measures could minimize the enterprises’ loss.
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白凢芸 |
author_facet |
白凢芸 王睿怡 |
author |
王睿怡 |
spellingShingle |
王睿怡 The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction |
author_sort |
王睿怡 |
title |
The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction |
title_short |
The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction |
title_full |
The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction |
title_fullStr |
The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction |
title_full_unstemmed |
The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction |
title_sort |
relationships among service failure attribution failure satisfaction and overall satisfaction |
publishDate |
2014 |
url |
http://ndltd.ncl.edu.tw/handle/52390868069761757904 |
work_keys_str_mv |
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