The Effects of Tangible Service Recovery to Service Failure on Agent Satisfaction
| Autor: | Ji-HorngLiaw, 廖基宏 |
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| Rok vydání: | 2010 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 This study, focus on the agent, explores how the suppliers and agents face service failure in the Telecom market. And, we also explore the relationship between agents’ tangible service recovery to service failure and suppliers’ support. Collecting 400 Telecom agents’ samples of Taiwanese firms through survey and analyzing with LISREL, this study concludes that: (1)Supplier Channel Management Policy and Corporation Public Commitment positively influences Agent Tangible Service Recovery. (2) Supplier Corporation Public Commitment positively influences Supplier Channel Management Policy. (3) The agent Tangible Service Recovery positively influences Agent Satisfaction to Supplier’s support. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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