题名

服務失誤嚴重度、服務補救方式、顧客忠誠度與服務補救滿意度關係之研究

并列篇名

The Study of Service Failure, Service Recovery, Customer Loyalty and Post-recovery Satisfaction

DOI

10.30163/BR.200612.0005

作者

陳鉦達(Cheng-Ta Chen)

关键词

服務失誤 ； 服務補救 ； 顧客忠誠度 ； 服務補救滿意度 ； Service failure ； service recovery ； customer loyalty ； post-recovery satisfaction

期刊名称

文大商管學報

卷期/出版年月

11卷2期（2006 / 12 / 01）

页次

71 - 90

内容语文

繁體中文
中文摘要

服務失誤及不當的服務補救是造成顧客轉換之主要原因，因此，為了挽回顧客及減少顧客流失，企業必須採取適當的服務補救行動。其中，企業在服務傳送過程中所發生服務失誤之嚴重程度與其後續服務補救措施對服務補救滿意度之影響為何，是否會因顧客忠誠度之不同而有所差異，將是本研究欲探討之問題。本研究擬採實驗法進行研究，在實驗中擬設計3種不同嚴重程度的服務失誤狀況、3種服務補救方式以及2種不同忠誠程度之顧客群，共計18種實驗方格來進行測試。研究結果發現，服務失誤嚴重度及服務補救方式確實會對服務補救滿意度產生顯著影響，且顧客忠誠度之高低亦會對服務補救效果產生干擾之效果。
英文摘要

Past research indicates that service failure is a leading cause of losing customers in service organizations. Therefore, service provider should adopt appropriate service recovery and communication to reduce the negative effect of service failure to customer. This research uses experiment framework with totally 18 groups to investigate three different degrees of service failures, service recovery and customer loyalty. In summary, the results show that customer loyalty is negatively related to post-recovery satisfaction. In turn, service failure, service recovery and customer loyalty have significant impact on post-recovery satisfaction.
主题分类 人文學 > 地理及區域研究
社會科學 > 經濟學
社會科學 > 財金及會計學
社會科學 > 管理學
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被引用次数
  1. 陳彥廷、許嘉倫、周聰佑(2009)。行動電話通路商服務補救品質改進技術分析之研究。商管科技季刊，10(3)，409-438。
  2. (2018)。銀行企業形象、從眾行為與顧客行為關係模式之研究。臺灣銀行季刊，69(2)，93-108。
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