A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View

碩士 === 長榮大學 === 管理學院經營管理碩士班 === 107 === With the rapid development of the economy and the increasing numbers of investors entering the Taiwan market, the demand for accounting professional services has grown substantially. Accounting firms aim at serving customers, but there are often cases that ser...

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Main Author: Lulaw Mohammed-Hasan
Other Authors: YI-HUI HO
Format: Others
Language:en_US
Published: 2019
Online Access:http://ndltd.ncl.edu.tw/handle/m4rkaj
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spelling ndltd-TW-107CJU003880012019-05-16T01:31:54Z http://ndltd.ncl.edu.tw/handle/m4rkaj A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View 從顧客觀點探討會計師事務所服務失誤之補救與顧客態度關係研究 Lulaw Mohammed-Hasan Lulaw Mohammed-Hasan 碩士 長榮大學 管理學院經營管理碩士班 107 With the rapid development of the economy and the increasing numbers of investors entering the Taiwan market, the demand for accounting professional services has grown substantially. Accounting firms aim at serving customers, but there are often cases that service errors are encountered. Professional services involve credit quality; therefore customers' demands for qualified professional services are increasing day by day. Customers are obviously no longer as passive as they are in the past, and they actively seek cooperation and trust for service supply. Accordingly, the study uses questionnaire to investigate whether customers’ expected service recovery for different types of service errors significantly related to the customers satisfactory response and subsequent behavioral intentions in accounting professional services. The results of the study indicate that customers have significant differences in service recovery preferences under different types of service errors. For severe service errors, the compensation effect, remediation speed and active remedy have significant and positive impact on customer satisfaction responses; whereas the active remedy, remediation speed, and apology have significant and positive impact on the customer satisfaction responses in minor service errors. There is significant and positive relationship between customer satisfaction responses and the behavior intention of word-of-mouth in either severe or minor service errors. Moreover, there are no significant differences in service recovery facets between male and female. YI-HUI HO 何怡慧 2019 學位論文 ; thesis 90 en_US
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description 碩士 === 長榮大學 === 管理學院經營管理碩士班 === 107 === With the rapid development of the economy and the increasing numbers of investors entering the Taiwan market, the demand for accounting professional services has grown substantially. Accounting firms aim at serving customers, but there are often cases that service errors are encountered. Professional services involve credit quality; therefore customers' demands for qualified professional services are increasing day by day. Customers are obviously no longer as passive as they are in the past, and they actively seek cooperation and trust for service supply. Accordingly, the study uses questionnaire to investigate whether customers’ expected service recovery for different types of service errors significantly related to the customers satisfactory response and subsequent behavioral intentions in accounting professional services. The results of the study indicate that customers have significant differences in service recovery preferences under different types of service errors. For severe service errors, the compensation effect, remediation speed and active remedy have significant and positive impact on customer satisfaction responses; whereas the active remedy, remediation speed, and apology have significant and positive impact on the customer satisfaction responses in minor service errors. There is significant and positive relationship between customer satisfaction responses and the behavior intention of word-of-mouth in either severe or minor service errors. Moreover, there are no significant differences in service recovery facets between male and female.
author2 YI-HUI HO
author_facet YI-HUI HO
Lulaw Mohammed-Hasan
Lulaw Mohammed-Hasan
author Lulaw Mohammed-Hasan
Lulaw Mohammed-Hasan
spellingShingle Lulaw Mohammed-Hasan
Lulaw Mohammed-Hasan
A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View
author_sort Lulaw Mohammed-Hasan
title A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View
title_short A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View
title_full A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View
title_fullStr A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View
title_full_unstemmed A Study on the Relationship between the Remedy of Accountants' Service Errors and Customer Attitude from the Customer's Point of View
title_sort study on the relationship between the remedy of accountants' service errors and customer attitude from the customer's point of view
publishDate 2019
url http://ndltd.ncl.edu.tw/handle/m4rkaj
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