A Model of Customer Satisfaction with Service Failures, Customer Attribution and Recovery
| Autor: | Wei-Chung Han, 韓維中 |
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| Rok vydání: | 2001 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 89 In prior researches, customer satisfaction was evaluated mainly by expectancy disconfirmation. Recently scholars join perceived justice together with expectancy disconfirmation to evaluate customer satisfaction (Smith et al, 1999). An important factor, attribution of service failure also influences the evaluation of customer satisfaction. The objective of this research is to build a model of customer satisfaction with service failures, customer attribution and recovery. Customer by way of the measures of distributive justice, procedural justice, interactional justice and expectancy disconfirmation evaluate their satisfaction, after they experienced service failures, attribution and recovery. The model is based on an exchange framework that integrates concepts from perceived justices and customer satisfaction. The research uses a survey method in which customers evaluate various failure/attribution/recovery scenarios and complete a questionnaire with respect to disconfirmation, perceived justices and customer satisfaction. Proprietors should provide appropriate and fit recovery in accordance with failure type, failure magnitude and failure attribution to enhance customer satisfaction. After an in-depth analysis of the data gathered, the results are as followed： 1. Except expectancy disconfirmation, customer satisfaction will be affected by the perception of distributive justice, procedural justice, interactional justice. 2. A distinct recovery will have a positive effect on customers’ perceptions of perceived justices. 3. The type of failure will influence evaluations of recovery on perceived justices. 4. The magnitude of failure will influence evaluations of recovery on perceived justices. 5. The attribution of failure will influence evaluations of recovery on perceived justices. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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