| Summary: | 碩士 === 國立臺北大學 === 企業管理學系 === 92 === Because of the service provider’s cognition and the service delivery process, have the difference and the gap between the consumer, but these gaps have created the service failures occurrence, the consumer thus has the negative response, it was has directly affected enterprise''s profit and the prestige. But suitable service recovery to be allowed effectively to prevent the customer to defection, to reply the customer not to be unsatisfied, even can cause the customer to enterprise''s degree of satisfaction increase.
The research draws up in the exploration the service failures and the services recovery to influence the consumer behavior intention, sets up the research goal as following:
(1)Discusses the different service failures type and the service recovery type the influence level difference.
(2)Discusses the different service failures type and the service recovery type to the consumer behavior intention influence relations.
(3)Discusses the different humanities variable in the consumer behavior intention difference.
According the samples we acquired, we adopted several statistical methods to analyze our research data, such as one-way ANOVE analysis, Chi-Square analysis, and CDA. The results of research as following:
(1)The best service recoveries way are the correction failures and discount;
(2)Should prevent the service failures type are the personnel quality insufficiency and the information lacks;
(3)Sex and age to the service failures and serves recovery have the difference.
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