A Study on The Relationships Among Service Failure, Service Recovery, Customer Satisfaction and Customer Loyalty ─ An Example of Medical Industry
| Autor: | CHI-HUNG CHEN, 陳祈宏 |
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| Rok vydání: | 2003 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 91 As time goes by, the ratios of industries’ output values have an obvious alteration. According to survey by Directorate General of Budget Accounting and Statistics Executive Yuan showed that output values of service industry was increased average of 10 percent per year. In the times of place the emphasis on customer, service industry gradually becomes key branches of the economy. To create customer satisfaction and customer loyalty is a target of industries. Due to services inseparability and services heterogeneity, production and consumption are being produced at the same time, so that the quality of service can’t be control as the manufacturing industry before clients receive it, and cause service failures. Consequently, industries have to provide appropriate service recoveries in order to retrieve clients’ bad feelings that cause by service failures, and prevent customer dissatisfaction and impair customer loyalty. This paper studies on service failure, service recovery, customer satisfaction and customer loyalty, and as an example of medical industry to investigate the relationships among service failure, service recovery, customer satisfaction and customer loyalty. Conclusions: 1. “Service failure” has positive effects on “customer complaint”, and has negative effects on “customer satisfaction” and “customer loyalty”, but positive effects on “customer satisfaction” and “customer loyalty” via “customer complaint”. 2. “Customer complaint” has positive effects on satisfaction of “service recovery”, and has positive effects on “customer satisfaction” and “customer loyalty” via “service recovery”. 3. “Service recovery” has positive effects on “customer satisfaction” and “customer loyalty”. 4. “Customer satisfaction” and “customer loyalty” are high interrelated, and “customer satisfaction” has positive effects on “customer satisfaction”. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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