| Summary: | 碩士 === 健行科技大學 === 國際企業經營系碩士班 === 103 === With the rise and popularization of the Internet, people change the way of communication. Shopping on-line has become one of the ways for customers to purchase products. People are satisfied with choosing products, convenience and various payments by shopping on-line. From the procedures, when Service Failure happens, if sellers provide appropriate and satisfying service recovery, they can make customers have more perceived justice. Therefore, buyers will increase their Repurchase Intentions and they also will decrease Negative Word of Mouth.
In the past, most studies discussed about customer’s satisfaction and repurchase intentions by using the phases of service failure, service recovery and perceived justice. This study mainly explores how perceived justice after service recovery influences on emotions and how emotions influence on repurchase intentions and negative word of mouth. This study even use market maven and trait anxiety as moderators.
We use questionnaire to collect data. The two major study populations are college students and junior high school teachers. We send 320 copies of questionnaire and 228 copies returned. Valid questionnaire returned rate is 71.25%. The result as follows:
1. In terms of perceived justice, distributive justice and interactional justice have significant influence on emotions.
2. Emotions influence repurchase intentions significantly.
3. Emotions influence negative word of mouth significantly.
4. Market maven and trait anxiety have moderating effect on distributive justice and emotions.
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