| Summary: | 碩士 === 國立高雄第一科技大學 === 行銷與流通管理研究所 === 100 === Most past studies have been focused on one or a few part(s) of the whole process commencing from service failure to service recovery, but not on the entire process itself.
Thus, this study aims to establish and test an integrated framework of service failure and
recovery satisfaction, in order to more deeply understand that complete process－from
service failure to customer complaint behavior to company recovery effort and finally to
customer recovery satisfaction.
This study surveyed 217 consumers having experienced service failure. LISREL
8.7 was applied for data analyses. The results reveal that: (1) While failure severity and
controllability attribution are positively related to customer dissatisfaction with failure,
company image and customer relationship are negatively associated with it, and
stability attribution, customer self-attribution, and customer tolerance for service failure
have no impact on it. (2) Customer dissatisfaction with failure is positively related to the
severity of customer complaint behavior. And (3) Customer satisfaction with failure
recovery is negatively related to customer complaint behavior, and positively related to
distributive justice and interactional justice, but, surprisingly, not significantly related to
procedural justice.
The findings of the study may contribute to the development of a service failure
and service recovery general theory, and can help practitioners to understand the reasons
of service failure and to develop effective recovery strategies. Finally, in addition to
discussing the managerial implications of the findings and research limitations, the
study also provides some directions for future related studies.
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