Do Not Be Afraid to Correct and Avoid Responsibility: Research Service Recovery and Avoidance Tangled

• Main Authors: Ming-Long Sie, 謝閔隆
• Other Authors: Wen-Hai Chih
• Format: Others
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/4e6qa5

碩士 === 國立東華大學 === 企業管理學系 === 103 === Previous studies in food safety area, most of research focused on the corporate response to the company's product -harm crisis after the problem occurred, that is the way to respond to the type and the corresponding. Very few scholars would apply to enterprise responded after consumer’ consumer behavior. This study applied image restoration theory, In order to avoid resposibility where the direction of the main discussion, and while adding service recovery as a positive and negative strategies, it has a reputation for enterprises to explore these two strategies, whether consumers will buy or not to buy the conversion relationship.The respondents of this study were imeifoods comsumers in Taiwan.This study collected 289 valid samples for analysis.The results of this study indicated that:(1)Corporate social responsibility has significant and positive effect on coporate reputation;(2)Coporate reputation has significant and positive effect on service recovery;(3)Coporate reputation has significant and negative effect on avoidance;(4)Coporate reputation has significant and positive effect on repurchase;(5)Coporate reputation has significant and negative effect on switch;(6)Service recovery has significant and positive effect on repurchase;(7)Service recovery has significant and negative effect on switch;(8)Avoidance has significant and positive effect on switch.