| Summary: | 碩士 === 銘傳大學 === 風險管理與保險學系碩士在職專班 === 94 === Customer dissatisfaction is the enemy for the service organizations. Dissatisfied customers may not only be unwilling to make further purchases, but also be fomenting the boost of a negative word-of-mouth. Therefore, to appreciate service problems or to recover customer complaints is a key for a company to maintain good customer relationship, as well as an influential factor for sales growth. Based on the theory of service recovery, this study intends to explore the relationship between different dimensions of the problem-solving treatment (service people’s positive behavior, speed of response, and substantial reaction), customer satisfaction and loyalty. These relationships are then hypothesized to be moderated by different kinds of problems (general problems versus customer complaints), and by various service channels.
By analyzing the 626 questionnaires collected, this study concludes that the problem-solving treatment has impact on customer satisfaction, which then has a positive influence on customer loyalty. Further analysis based on the different problems and service channels also shows moderating effects among these relationships in the present research model.
|
|---|
