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題名：服務補救知覺與補救後滿意度之關係--兼論失誤嚴重性與補救效益的調節效果
書刊名：運動休閒餐旅研究
作者：陳細鈿 引用關係／陳貴凰 引用關係／張柏文／賴鈺欣／甘姵柔／陳瑀薔／劉怡君／廖苑辰
作者(外文)：Chen, Hsi-tien／Chen, Kaui-hwang／Chang, Pou-wen／Lai, Yu-xin／Gan, Pei-zo／Chen, Yu-qiang／Liu, Yi-jun／Liao, Yuan-chen
出版日期：2015
卷期：10:4
頁次：頁1-23
主題關鍵詞：顧客滿意度；服務失誤；服務補救知覺；補救後滿意度；Customer satisfaction；Service failure；Service recovery perception；Post-recovery satisfaction
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 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:0
  • 共同引用共同引用:14
  • 點閱點閱:13
本研究旨在探討服務補救知覺對補救後滿意度影響過程中，服務失誤嚴重性及補救效益組合的調節效果是否存在。本研究以連鎖速食業消費者為實證研究對象，採實驗法及問卷調查方式進行。在實驗中設計兩種服務失誤嚴重性狀況及兩種補救效益方式，共計四種實驗組合來進行測試。結果發現：服務補救知覺（補救期望不一致及知覺公平）對補救後滿意度有顯著的影響。在知覺公平中，又以互動公平對補救後滿意度之影響最顯著。此外，不同服務失誤嚴重性及補救效益的組合確實會對服務補救知覺與補救後滿意度間之關係產生顯著調節效果。故業者若能充分瞭解在不同服務失誤及補救組合情境下，消費者對服務補救知覺與補救後滿意度關係變化的心理機制，將有助於制訂出有效的服務補救策略。本研究亦提供有關不同服務失誤及補救情境對服務補救知覺與補救後滿意度確實存在調節效果的證明，有助於彌補學術上的缺憾。
This study aims to identify the moderating effects of service failure severity and service recovery effectiveness on the relationship between service recovery perception and post-recovery satisfaction. We took the chain fast-food industry as an example and employed experiments with four scenarios consisting of combinations of two service failure situations and two recovery policies to collect data. Results showed that the post-recovery satisfaction is affected significantly by service recovery perception (i.e., expectancy disconfirmation and the perceived justice) of customers, respectively. Among the perceptions of justice, the interactional justice has the strongest effect on customer satisfaction after recovery. In addition, the moderating effects of service failure severity and service recovery effectiveness on the relationship between service recovery perception and post-recovery satisfaction exit. If the managers can clearly understand the mechanisms of consumer psychological change on the relationship between service recovery perception and post-recovery satisfaction at different combinations of service failure and service recovery situations, it will contribute to the development of the effective service recovery strategies. These research findings will help make up the academic gaps.
期刊論文
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10.劉宗其、李奇勳、黃吉村、渥頓(2001)。服務失誤類型、補償措施與再惠顧率之探索性研究--以CIT 法應用於懦撥為例。管理評論，20(1)，65-97。  延伸查詢new window
11.Boshoff, C.(2005)。A re-assessment and refinement of RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery。Managing Service Quality，15(5)，410-425。  new window
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14.McCollough, M. A.(2009)。The recovery paradox: The effect of recovery performance and service failure severity on post-recovery customer satisfaction。Academy of Marketing Studies Journal，13(1)，89-104。  new window
15.Spreng, R. A.、Harrell, G. D.、Mackoy, R. D.(1995)。Service recovery: Impact on satisfaction and intention。Journal of Service Marketing，9(1)，15-23。  new window
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18.Mueller, R. D.、Palmer, A.、Mack, R.、McMullan, R.(2003)。Service in the restaurant industry: an American and Irish comparison of service failures and recovery strategies。International Journal of Hospitality Management，22(4)，395-418。  new window
19.Oliver, Richard L.、Swan, John E.(1989)。Equity and disconfirmation Perceptions as Influences on Merchant and Product Satisfaction。Journal of Consumer Research，16(3)，372-383。  new window
20.林玥秀、黃文翰、黃毓伶(2003)。服務失誤及服務補救之類型分析--以台灣地區之餐廳為例。觀光研究學報，9(1)，39-58。  延伸查詢new window
21.Tax, Stephen S.、Brown, Stephen W.、Chandrashekaran, Murali(1998)。Customer evaluations of service complaint experiences: implications for relationship marketing。Journal of Marketing，62(2)，60-76。  new window
22.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science，22(1)，52-61。  new window
23.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
24.Maxham, J. G. III(2001)。Service recovery's influence on consumer satisfaction, positive word-of-mouth and purchase intentions。Journal of Business Research，54(1)，11-24。  new window
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26.Maxham, J. G. III、Netemeyer, R. G.(2003)。Firms Reap What They Sow: The Effects of Shared Values and Perceived Organizational Justice on Customers' Evaluations of Complaint Handling。Journal of Marketing，67(1)，46-62。  new window
27.Huppertz, John W.、Arenson, Sidney J.、Evans, Richard H.(1978)。An Application of Equity Theory to Buyer-Seller Exchange Situations。Journal of Marketing Research，15(2)，250-260。  new window
28.Blodgett, Jeffrey G.、Granbois, Donald H.、Walters, Rockney G.(1993)。The Effects of Perceived Justice on Complainants' Negative Word-of-Mouth Behavior and Repatronage Intentions。Journal of Retailing，69(4)，399-428。  new window
29.Bloemer, Josée、Odekerken-Schröder, Gaby(2002)。Store satisfaction and store loyalty explained by customer and store-related factors。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，15(1)，68-80。  new window
30.McCollough, Michael A.、Berry, Leonard L.、Yadav, Manjit S.(2000)。An Empirical Investigation of Customer Satisfaction After Service Failure and Recovery。Journal of Service Research，3(2)，121-137。  new window
31.Hoffman, K. Douglas、Kelley, Scott W.、Rotalsky, Holly M.(1995)。Tracking Service Failures and Employee Recovery Efforts。Journal of Services Marketing，9(2)，49-61。  new window
32.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。  new window
33.Boshoff, Christo(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
34.Fisk, R. P.、Brown, S. W.、Bitner, M. J.(1993)。Tracking the Evolution of the Service Marketing Literature。Journal of Retailing，69(1)，61-103。  new window
35.Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review，68(4)，148-156。  new window
36.Reichheld, Frederick F.(1993)。Loyalty-Based Management。Harvard Business Review，71(2)，64-73。  new window
37.Smith, Amy K.、Bolton, Ruth N.、Wagner, Janet(1999)。A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery。Journal of Marketing Research，36(3)，356-372。  new window
38.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review，40(1)，75-88。  new window
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圖書
1.邱皓政(2005)。量化研究方法（一）：研究設計與資料處理。台北市：雙葉書廊。  延伸查詢new window
2.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
3.吳明隆(2009)。SPSS操作與應用：問卷統計分析實務。五南圖書出版股份有限公司。  延伸查詢new window
4.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.McCollough, M. A.、Bharadwaj, S. G.(1992)。The recovery paradox: An examination of customer satisfaction in relation to disconfirmation, service quality, and attribution based theories。Marketing theory and applications。Chicago, IL：American Marketing Association。  new window
2.Adams, John Stacey(1965)。Inequity in social exchange。Advances in experimental social psychology。Academic Press。  new window
 
 
 
 
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