A Study of Relation among Consumer Complaint Behavor, Biness Recovery and Consumer Satisfation in On-line Buying

• Main Authors: LIN HSIN I, 林欣儀
• Other Authors: Hung, Shih-Hsiung
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/62745666263427678806

碩士 === 中國文化大學 === 國際企業管理研究所 === 96 === Website Without Borders, the characteristics of the time difference, consumers can take full advantage of products, services, information and features, but also access to enterprise competitive advantage and sustained growth of the key factors.All enterprises are competing in the market, leading to fierce competition between, enterprises will focus shifted to room their customers to the superior value that the creation, communication and transmission, upgrading overall consumer satisfaction, and for consumers to resolve complaints, then further strengthening customer purchase intent. The purpose of this study is to: 1. Investigate consumer complaints online buying behavior, enterprise remedy the relationship between consumer satisfaction with the relevance. 2. Intermediary in a fair theory variables, examine the online buying behavior of consumers complained, enterprises remedy of consumer satisfaction with the relationship. The various acts complained of a different impact on customer satisfaction, enterprises remedy some of the impact of customer satisfaction, customer complaints means little effect on the cognitive fair, enterprises will bring some remedy cognitive fair and equitable on cognitive and Customer Satisfaction the dimensions are influence. Cognitive fair in this study found that in complaining behavior, remedies for consumer satisfaction in the relationship, a significant intermediary results.