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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
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