The effect of service recovery with attractive factors on severe service failures

• Main Authors: Pao-hLee, 李寶華
• Other Authors: Shou-Min Tsao
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/04171796163942534683

碩士 === 國立中央大學 === 企業管理學系在職專班 === 102 === The basic function of the car is a means of transport. Also it is a complex art. Consumers want service provider who offer various services that could meet their expectations. In terms of Taiwan market, the media, such as television, newspaper and website, it spread information or message rapidly. Customer protection officer and the third party-Consumer Protection Association have been established. It becomes friendly and easier to get information. Consumer knows how to protect their right through officer and third party. Business owners know the importance of customer satisfaction for enterprises operating position. That’s why they invested a lot of manpower and resources for customer satisfaction and service quality enhancement. However it is difficult to avoid service failure. This study is focus on A motor company’s service failure cases. After collected service failure cases, conducted correspondence analysis using statistical software. Found the result of that the effectiveness of using attractive factors on serious service failure recovery. As known, the customer have experienced service failure and recovery process, they are willing to accept this brand’s service and return to the garages . Management implications are that the business owner get lesson learnt should handle the service failure case speedy, know well about customer and increase the recovery performance. Furthermore, it provides the direction of strategy of customer satisfaction, service quality and education. Enable the well trained employee handle service failure case and know how to service customer to keep good relationship also enhance the brand equity.