The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan

碩士 === 中國文化大學 === 觀光事業學系觀光休閒事業管理碩士在職專班 === 103 === International Tourist Hotels provide several service items to satisfy needs of cus-tomers. If International Tourist Hotels could not do well anything above those needs that customers may not come again. This thesis studies the relationship of servic...

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Main Authors:	Yen-Tung Hsueh, 薛炎棟
Other Authors:	Tai-NingYang
Format:	Others
Language:	zh-TW
Published:	2015
Online Access:	http://ndltd.ncl.edu.tw/handle/xqrj4h

id	ndltd-TW-103PCCU1742014
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spelling	ndltd-TW-103PCCU17420142019-05-15T22:07:29Z http://ndltd.ncl.edu.tw/handle/xqrj4h The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan 國際觀光旅館服務補救與補救後顧客滿意度之關聯－以顧客人格特質為干擾變數 Yen-Tung Hsueh 薛炎棟碩士中國文化大學觀光事業學系觀光休閒事業管理碩士在職專班 103 International Tourist Hotels provide several service items to satisfy needs of cus-tomers. If International Tourist Hotels could not do well anything above those needs that customers may not come again. This thesis studies the relationship of service failure, ser-vice recovery and moderation of Locus of control. This study adopt questionnaire to col-lect samples that ever lived in International Tourist Hotels in past one year and got 269 valid samples. The finding includes some important results like below: 1. Service recovery would positive significant affect customer satisfaction. 2. Locus of control would moderator the relationship of service recovery and cus-tomer satisfaction. Tai-NingYang 楊台寧 2015 學位論文 ; thesis 104 zh-TW
collection	NDLTD
language	zh-TW
format	Others
sources	NDLTD
description	碩士 === 中國文化大學 === 觀光事業學系觀光休閒事業管理碩士在職專班 === 103 === International Tourist Hotels provide several service items to satisfy needs of cus-tomers. If International Tourist Hotels could not do well anything above those needs that customers may not come again. This thesis studies the relationship of service failure, ser-vice recovery and moderation of Locus of control. This study adopt questionnaire to col-lect samples that ever lived in International Tourist Hotels in past one year and got 269 valid samples. The finding includes some important results like below: 1. Service recovery would positive significant affect customer satisfaction. 2. Locus of control would moderator the relationship of service recovery and cus-tomer satisfaction.
author2	Tai-NingYang
author_facet	Tai-NingYang Yen-Tung Hsueh 薛炎棟
author	Yen-Tung Hsueh 薛炎棟
spellingShingle	Yen-Tung Hsueh 薛炎棟 The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan
author_sort	Yen-Tung Hsueh
title	The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan
title_short	The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan
title_full	The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan
title_fullStr	The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan
title_full_unstemmed	The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan
title_sort	moderating effect of customer personality on the relationship between methods on service recovery and customer satisfaction at service recovery for international tourist hotels in taiwan
publishDate	2015
url	http://ndltd.ncl.edu.tw/handle/xqrj4h
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The Moderating Effect of Customer Personality on the Relationship between Methods on Service Recovery and Customer Satisfaction at Service Recovery for International Tourist Hotels in Taiwan

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