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題名：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
書刊名：文大商管學報
作者：陳鉦達 引用關係
作者(外文)：Chen, Cheng-ta
出版日期：2006
卷期：11:2
頁次：頁71-90
主題關鍵詞：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
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:34
  • 點閱點閱:48
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。
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.
期刊論文
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學位論文
1.莊遠明(2001)。企業服務挽回措施與顧客忠誠度關係之研究(碩士論文)。中國文化大學。  延伸查詢new window
2.鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。new window  延伸查詢new window
圖書
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2.Lowenstein, M. W.(1997)。The customer loyalty pyramid。Connecticut：Greenwood Publishing。  new window
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圖書論文
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