The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan
碩士 === 中國文化大學 === 觀光事業學系觀光休閒事業管理碩士在職專班 === 103 === International Tourist Hotels provide several service items to satisfy needs of cus-tomers. If International Tourist Hotels could not do well anything above those needs that customers may not come again. This thesis studies the relationship of servic...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2015
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| Online Access: | http://ndltd.ncl.edu.tw/handle/xqrj4h |
| Summary: | 碩士 === 中國文化大學 === 觀光事業學系觀光休閒事業管理碩士在職專班 === 103 === International Tourist Hotels provide several service items to satisfy needs of cus-tomers. If International Tourist Hotels could not do well anything above those needs that customers may not come again. This thesis studies the relationship of service failure, ser-vice recovery and moderation of Locus of control. This study adopt questionnaire to col-lect samples that ever lived in International Tourist Hotels in past one year and got 269 valid samples. The finding includes some important results like below:
1. Service recovery would positive significant affect customer satisfaction.
2. Locus of control would moderator the relationship of service recovery and cus-tomer satisfaction.
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