The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction

• Main Author: 王睿怡
• Other Authors: 白凢芸
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/52390868069761757904

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.