Please use this identifier to cite or link to this item:
https://ah.lib.nccu.edu.tw/handle/140.119/78986
DC Field | Value | Language |
---|---|---|
dc.contributor | 傳播學院新聞學系 | |
dc.creator | Yang, H.-E.;Peng, Kuan Hsun | |
dc.date | 2009 | |
dc.date.accessioned | 2015-10-16T08:01:42Z | - |
dc.date.available | 2015-10-16T08:01:42Z | - |
dc.date.issued | 2015-10-16T08:01:42Z | - |
dc.identifier.uri | http://nccur.lib.nccu.edu.tw/handle/140.119/78986 | - |
dc.description.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. | |
dc.format.extent | 176 bytes | - |
dc.format.mimetype | text/html | - |
dc.relation | Proceedings - International Conference on Management and Service Science, MASS 2009,- | |
dc.subject | Business practitioners; Empirical data; Integrated models; Model-based; Satisfaction model; SEM; Service encounter; Service failure; Structural equation models; Recovery; Sales; Customer satisfaction | |
dc.title | Assessing the effects of service recovery and perceived justice on customer satisfaction with SEM | |
dc.type | conference | en |
dc.identifier.doi | 10.1109/ICMSS.2009.5303393 | |
dc.doi.uri | http://dx.doi.org/10.1109/ICMSS.2009.5303393 | |
item.openairetype | conference | - |
item.cerifentitytype | Publications | - |
item.grantfulltext | open | - |
item.fulltext | With Fulltext | - |
item.openairecristype | http://purl.org/coar/resource_type/c_18cf | - |
Appears in Collections: | 會議論文 |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
index.html | 176 B | HTML2 | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.