服務無形性、顧客忠誠度與服務補救滿意度關係之研究
碩士 === 中國文化大學 === 國際企業管理研究所 === 90 === The single most significant characteristic of service is “intangibility”, which is a lack of physical evidence for customers to identify Service quality. Thus service failure cannot be avoid. Previous researches have discussed the impact o...
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| Format: | Others |
| Language: | zh-TW |
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2002
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| Online Access: | http://ndltd.ncl.edu.tw/handle/62534143257214256151 |
| Summary: | 碩士 === 中國文化大學 === 國際企業管理研究所 === 90 === The single most significant characteristic of service is “intangibility”, which is a lack of physical evidence for customers to identify Service quality. Thus service failure cannot be avoid.
Previous researches have discussed the impact of intangibility on customer satis-faction, but none of the research focused on the impact of intangibility on service re-covery satisfaction. Therefore, this research combines intangibility and service recovery expectation theory and explore the impact of intangibility and service failure severity on service recovery satisfaction through experimental methods. The research revealed that businesses with high and low intangibility have low service recovery satisfaction. Only when the intangibility is medium, would the service recovery satisfaction be the highest.
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