English  |  正體中文  |  简体中文  |  Items with full text/Total items : 51962/87093 (60%)
Visitors : 8510780      Online Users : 70
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/87251

    Title: 探討服務失誤與服務補救對顧客關係及顧客滿意度之影響
    Other Titles: The influence of service failure and service recovery on customer relationships and customer satisfaction
    Authors: 林婉儀;Lin, Wan-I
    Contributors: 淡江大學國際企業學系碩士班
    Keywords: 服務失誤;服務補救;結果公平;顧客關係;顧客滿意度;service failure;service recovery;Customer Relationships;Customer Satisfaction;Outcome Fairness
    Date: 2012
    Issue Date: 2013-04-13 10:53:38 (UTC+8)
    Abstract: 近年來,臺灣產業結構的重心已慢慢地從工業轉為服務業。服務業的快速發展,使得接受服務或是付出服務變成生活中不可或缺的一部分。它所涵蓋的層面相當廣泛,食衣住行育樂等一切日常活動皆會接觸到服務。因此,從廿十世紀初期即有學者定義出「服務」這個名詞。到了廿十世紀中葉,許多對於服務業的相關研究陸陸續續出現,並且探討的議題愈趨廣泛。
    一、 不同的服務失誤下,不同的服務補救方式對結果公平有顯著的結果差異。
    二、 結果公平會影響顧客關係,並呈現正向影響關係。
    三、 結果公平會影響顧客滿意度,並呈現正向影響關係。
    During past few decades, the industrial structure of Taiwan has moved from manufacturing industry to service industry. With the fast growing of service industry, which covers widely, service becomes an indispensable element in our daily lives. In the beginning of 20th century, scholars have already defined the word “service.” During the mid-20th century, more and more research had been done to study this newly emergent industry.
    Consequently, the thesis is to study the topic -- the influence of service failure and service recovery on customer relationships and customer satisfaction -- that is related to service marketing. Furthermore, the study confined the target market to “coffee shops.”
    This study applied ANOVA and regression to analyse the data the author gathered through questionnaires.
    The following is the result of the thesis:
    1. With different service failure and service recovery, there is significant discrepancy in outcome fairness perceived in customers’ minds.
    2. Outcome fairness affects customer relationships positively.
    3. Outcome fairness affects customer satisfaction positively.
    The result of analysis shows that different service failure and service recovery affects the level of outcome fairness perceived by customers; furthermore, the perceived outcome fairness affects customer relationships and customer satisfaction.
    Appears in Collections:[國際企業學系暨研究所] 學位論文

    Files in This Item:

    File SizeFormat

    All items in 機構典藏 are protected by copyright, with all rights reserved.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - Feedback