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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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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en_US |
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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 |
work_keys_str_mv |
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