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https://ah.nccu.edu.tw/handle/140.119/78986
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| Title: | Assessing the effects of service recovery and perceived justice on customer satisfaction with SEM |
| Authors: | Yang, H.-E.;Peng, Kuan Hsun |
| Contributors: | 傳播學院新聞學系 |
| Keywords: | Business practitioners;Empirical data;Integrated models;Model-based;Satisfaction model;SEM;Service encounter;Service failure;Structural equation models;Recovery;Sales;Customer satisfaction |
| Date: | 2009 |
| Issue Date: | 2015-10-16 16:01:42 (UTC+8) |
| Abstract: | The objective of this study is to validate a structural equation model of customer satisfaction with service failure/ recovery encounters and to simultaneously test the proposed hypotheses in a car warranty/claims setting. The proposed model based on exchange framework fits well to the empirical data from those respondents who have experienced the service failure/ recovery encounters. The findings provide managers with the understanding of the effective path from a specific recovery attribute to satisfaction through one of the perceived justice dimensions, which have effects on customer satisfaction. This research makes a contribution to both academicians and business practitioners by validating an integrated model to assess the effects of the recovery attributes and the role of perceived justice in the satisfaction model. ©2009 IEEE. |
| Relation: | Proceedings - International Conference on Management and Service Science, MASS 2009,- |
| Data Type: | conference |
| DOI 連結: | http://dx.doi.org/10.1109/ICMSS.2009.5303393 |
| Appears in Collections: | [公共行政學系] 會議論文 |
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