The External Attribution and Service Recovery Satisfaction of Service Co-recovery-Investigation on the Impact of Levels and Results of Service Co-recovery and the Validation of Service Recovery Paradox.

• Main Authors: CHANG, SHIH-YUAN, 張詩苑
• Other Authors: TSAI,CHIA-CHING
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/xq6f89

碩士 === 國立雲林科技大學 === 企業管理系 === 105 === Experiment 1 of this study explores the level of service co-recovery and the impact of service co-recovery results on external attribution and customer satisfaction, whereas Experiment 2 explores whether any service recovery paradox exists under service co-recovery situations. Experiment 1 is a 2 x 2 factorial experiment, mainly exploring the level of service co-recovery (high or low) and the impacts of service co-recovery results (successful or unsuccessful) on external attribution and customer satisfaction for the tested subject. The results of this study show: (1) The external attribution of the unsuccessful service co-recovery result group is more highly attributable than the successful group. (2) Customer satisfaction of the successful service co-recovery result group is higher than the unsuccessful group. (3) The external attribution of the low level service co-recovery group is more highly attributable than the high level group. (4) When the service co-recovery result is successful, the external attribution of low level service co-recovery group is more highly attributable than the high level group, whereas when the service co-recovery result is unsuccessful, there is no significant difference between the level of service co-recovery and external factors. (5) External attribution have a significant negative impact on customer satisfaction. Experiment 2 uses the level of service co-recovery (high or low) as an independent variable, and uses another control group, therefore it is experimental design involving three groups. The results of this study show that customer satisfaction of the control group is significantly lower than that of the high and low service co-recovery level groups, however, there is no significant difference between the high and low level service co-recovery groups. This indicates that customer satisfaction is significantly higher for both high and low level service co-recovery groups than that of the control group, which shows that service recovery paradox exists.