| Summary: | 碩士 === 國立臺北科技大學 === 工業工程與管理系所 === 93 === How people regard leisure services when their lives become better and better. The service industry consists of four unique principles：intangible, simultaneity, perishability, and heterogeneity. In addition, the service quality is very important in each industry. However; if enterprises want to stand out to face the competitive environment, they must maintain excellent relationships with their customers. But sometimes it is rather difficult to avoid service failure during the service delivery process. Therefore, it is important to do well in service recovery. Enterprises ought to avoid any service failure, but also should enhance the service recovery themselves. Customers will be satisfied, feel respectable, and can reach a level of confidence-building.
The purpose of this study is to discuss how employers maintain their word-of-month and customer-satisfaction in travel agencies, and how to provide better and appropriate service quality to customers. Therefore, service failure and service recovery are the significant topics where administrators will be challenged. Therefore, this study uses the CIT method to classify service failure and service recovery. We use the factor analysis to extract the factor construction and to rename it. Moreover, we discuss the relationships among service failure, customer complaint, service recovery and customer satisfaction. Finally, we considered the population statistic variables to find the relationships between population statistic variables and other variables.
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