| Summary: | 碩士 === 國立勤益科技大學 === 流通管理系 === 95 === In the past, the quality of service of organizations was inspected by RECOVSAT. Due to the difficulty of avoiding service failure(s), organizations must be capable for handling it, in order to strengthen the reputation of organizations and keep customers’ royalty or even more. Therefore, this report investigates that how customers think of service recovery by giving from video shops by the way of using RECOVSAT. These have been surveyed in 350 consumers who have this sort of experience from middle of Taiwan by using Questionnaire and face to face.
The purpose of this report is to research whether it can maintain the relationship between the organization and keep customers’ royalty, once a service failure occurs, the organization provide an authentic and suitable service recovery immediately. In the end of this research, it appears marvellous positive outcomes of the relationship between customers and companies and also for customers’ royalty, if companies provide a remedy for a bad failure immediately. Lastly, this report will provide some recommendations and strategies of how to improve the quality of service for customers to this industry in order to be more successful in their business.
|
|---|
