| Summary: | 碩士 === 逢甲大學 === 國際貿易所 === 95 === In a competitive environment, firms always attempt to provide perfect services to satisfy consumers. Sometimes, failures may be occurred and dissatisfy consumers and firms have to respond to these failures effectively. That is the case of service recovery. In the past, the researches about service recovery focus on satisfaction, loyalty and personal behavior, word-of-mouth and repurchase intent for example. In this study, we will focus on psychological characteristics, psychological distance and product involvement, and external effect, e-recommendation, to test if they may influence the justice of recovery and then influence the personal behaviors we mentioned before.
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