| Summary: | 碩士 === 南華大學 === 文化創意事業管理學系 === 106 === Along with the development of the Internet, consumers' shopping behavior has changed. We can enjoy the convenience of consumption through the Internet .At the current time. Provide the cash and delivery services of online shopping.
According to literature review and case. Different types of errors were analyzed through questionnaires and data collection. Explore the effects of service failure and service recovery of Shopping. The experimental results show that the frequency of consumer use is not necessarily. Constantly choose 7-11 supermarket to pick up. But, the most common is that logistics is not delivered within the promised time. When in the context of negligence, whether it is boys or girls, the recovery of services is not significantly different. However, you can find that this type of remedy cannot eliminate consumer dissatisfaction.
Research results of this study are beneficial for operators of Shopping in understanding the types of failures as well as how consumers view the seriousness of failures after they occur.
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