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https://ah.lib.nccu.edu.tw/handle/140.119/78986
題名: | Assessing the effects of service recovery and perceived justice on customer satisfaction with SEM | 作者: | Yang, H.-E.;Peng, Kuan Hsun | 貢獻者: | 傳播學院新聞學系 | 關鍵詞: | Business practitioners; Empirical data; Integrated models; Model-based; Satisfaction model; SEM; Service encounter; Service failure; Structural equation models; Recovery; Sales; Customer satisfaction | 日期: | 2009 | 上傳時間: | 16-十月-2015 | 摘要: | 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. | 關聯: | Proceedings - International Conference on Management and Service Science, MASS 2009,- | 資料類型: | conference | DOI: | http://dx.doi.org/10.1109/ICMSS.2009.5303393 |
Appears in Collections: | 會議論文 |
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