Relation of Problematic Customer Behavior, Service Recovery and Customer Satisfaction in the Restaurant Industry from Perspective of Recovery Perception

• Main Authors: Tzu-Na Hsu, 許滋那
• Other Authors: Hsi-Tien Chen
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/74857771991030763622

碩士 === 國立勤益科技大學 === 專案管理研究所 === 103 === Service industry is featured of intangibility, inseparability and variability and fugitiveness. When dealers show their products in front of customers, the service quality is then decided. In other words, products in the service industry can not be experienced or tried by customers in advance. Hence, it is quite common for dealers to make mistakes in the course of service. In the past researches, there is few research on problematic customer behavior and most are situations of service failure from customer-oriented perspectives. Actually, some service failure is not caused by employees or dealers totally. Sometimes, it is caused by other customers intentionally or unintentionally. Therefore, this study explored consumers’ recovery perception (inconsistent recovery expectation and perceived fairness) and whether satisfaction after recovery will be influenced by question customers (oral or non-oral) or (intentional or unintentional) behavior types or service recovery methods. Secondly, this study mainly applied virtual situation experimentation and questionnaire survey. Experimentation situation mainly applied three types: oral or non-oral and intentional or unintentional problematic customer behavior types and service recovery methods to conclude eight situations for distribution of questionnaires. This study explored the relation of customers’ behaviors, service recovery and customer satisfaction from perspective of recovery perception. It is found that oral and unintentional situations are one of eight situations in terms of customers’ recovery perception (inconsistent recovery expectation, distribution fairness, program fairness and interaction fairness) and satisfaction after recovery. The demonstration results show that recovery perception (inconsistent recovery expectation, distribution fairness, program fairness and interaction fairness) will have more significant influence on metal compensation than practical compensation.