1
3
E89111
1
007
服務疏失歸因與補救影響顧客滿意度之探討
A Study of Failure Attribution/ Recovery and Customer Satisfaction
1.葉明義
1.Ming-yi Yen
1.國立台灣科技大學企業管理學系
1.Department of Business Administration, National Taiwan University of Science and Technology
001,002,003,004
1.國立台灣科技大學企業管理學系
1.Department of Business Administration, National Taiwan University of Science and Technology
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2000-08-01
A.14 計畫執行期間(訖):2001-07-31
A.16 收到日期:2001-06-14
2
1
2880

2880
004
C.2 聯絡日期:2001-07-02
4
1.國立台灣科技大學企業管理學系
1.Department of Business Administration, National Taiwan University of Science and Technology
4
C.7 資料公開日期:0000-00-00
2
008
1
1
1
2
3
3
001
1.互動公平
2.分配公平
3.程序公平
4.歸因理論
1.Attribution Theory
2.Distributive Justice
3.Interactional Justice
4.Procedural Justice
  本研究結合歸因理論與社會交換理論,探究服務疏失的歸因及服務疏失的補救措施,透過社會交換理論的中介影響顧客對服務的滿意度。歸因理論中對於衡量服務疏失嚴重性及可原諒性有三種:1.穩定性(stability)、2.可控性(controllability)、3.原因根源(locus),此外,服務疏失補救方法上,分為主動反應(proactive)和被動反應(reactive)二種,疏失補救措施有補償’快速反映’道歉等措施.本研究以三項公平機制為中介變數,探討服務疏失的歸因、疏失補救措施與顧客滿意度之關係。研究結果指出服務疏失的補救措施影響顧客對服務公平的評價,進而影響顧客滿意度,服務疏失的歸因在影響顧客判斷服務公平性時也扮演重要的角色,當疏失為服務提供者不可控制、且此疏失是經常可見時、顧客對服務公平性評價較高,疏失發生的原因根源則在顧客評價上並無顯著不同,本研究對服務業者提供實務上的建議。

  Providing defect-free service is a formidable goal. When something goes wrong, managers take recovery actions to make it up to their customers. This study investigates the relationship between service failure recovery and customer satisfaction through the three kinds of justice proposed by social exchange theorists, i.e., distributive, procedural, and interactional justice. The effect of failure attribution to the link between recovery attributes and social exchange justice is also considered. Our test results show customers’ perceptions of the three kinds of justice are positively correlated to satisfaction. The recovery attributes of compensation, response speed, apology, and company initiation all have a positive influence on customers’ perceptions of the three kinds of justice. Furthermore, when the failure is uncontrollable and stable, the impacts of each recovery attribute on customers’ perceptions of the individual justice are more significant than that under controllable and unstable failure.

D.16 完成檢誤日期:2003-03-09
D.17 預定釋出日期:0000-00-00
D.18 初次釋出日期:0000-00-00
D.19_1 最新版釋出日期:0000-00-00
2
1
追蹤清單
下載(0)
申請(0)
遠距(0)