A conceptual model and development of measurement scale for service recovery quality

• Main Authors: Yang, Yi-Wen, 楊依文
• Other Authors: 廖世義
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/60351920578302723854

碩士 === 國立屏東科技大學 === 企業管理系碩士班 === 93 === Owing to lack of completely theoretical constructs in the field of service recovery, contemporary researchers all depend on the literature review of service quality or directly cite the factors and gaps of service quality (PZB Service Quality Model, 1985) to develop theoretical model of service recovery. Actually, the critical factors and conceptual frames of service recovery quality (SRQ) should be different from the model of service quality. From the view of research methodology, these approaches loose off researchable integrity and seriousness. The constitution of SRQ also requires in-depth interviews and focus group interviews within the target industry practically as service quality model developed. This study aims to construct a SRQ conceptual model and develop a measurement scale through in-depth manager’s interviews of service industry in Taiwan. While including some discrete factors and the gaps of SRQ are pursued, and the SRQ conceptual model is going to be verified. Owing to this study belong to exploratory research first and then quantitative analyze, in order to concreting the contents and process in depth widely, this project needs two years period to proceed completely. The contribution of this study lies in the synthesis of the sources of concepts and information of the consumer’s service recovery quality. In addition, starting from the resource-based view, the consideration of the interactive influence of the service providers, the competitors, the objective customers and the market customers leads to a conceptual model of service recovery quality with four differences and eight gaps, accompanied by four corresponding propositions. Besides, fourteen determinants of service recovery quality are summarized. It is found that the manufacturers and the customers have different perception on the determinants due to the different positions. Furthermore, to compare the difference and similarity among the determinants of service quality and service recovery quality, it is found that when one conducts the service recovery, in addition to the demonstration of features of the determinants of service quality, the determinants of typical qualities existing with the service recovery still need to be expressed in order to provide the customers with the well-designed and excellent service recovery quality. Finally one should make use of the determinants of service recovery quality to build up the measurement scale of service quality recovery, which includes three factors and twenty items, measuring up to the requirements of research and practices at a later date.