The Research of Perceived Justice and Satisfaction on Word of Mouth and Repurchasing Intention with Service Recovery

• Main Authors: Tzu-Yu Hsieh, 謝紫郁
• Other Authors: 李祥銘
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/wm8zft

碩士 === 健行科技大學 === 企業管理系碩士班 === 104 === The services which provided by labor union to their members are mostly high degree of contact services, and it is relatively easy to cause dissatisfaction or complaints from there members. Therefore, labor union must develop remedy plans to correct errors and to eliminate dissatisfaction among their members. This study investigated the union service failure through questionnaires, and we are going to know the effects from the members of the remedy service , whether they are satisfied , and are willing to repurchase or not. This study collected 201 valid questionnaires, the researchers found that interactional justice, procedural justice, distributive justice ,which all received positive influence on the satisfaction from the members after the service failure, and among them , interactive fair plays the highest satisfaction roles. Additionally, satisfaction has a positive influence on the public praise from the members, and the public praise from the members have apparently positive influence on the members’ repurchase intention namely the reinsurance intention.