| dc.contributor | 傳播學院新聞學系 | |
| dc.creator (作者) | Yang, H.-E.;Peng, Kuan Hsun | |
| dc.date (日期) | 2009 | |
| dc.date.accessioned | 16-Oct-2015 16:01:42 (UTC+8) | - |
| dc.date.available | 16-Oct-2015 16:01:42 (UTC+8) | - |
| dc.date.issued (上傳時間) | 16-Oct-2015 16:01:42 (UTC+8) | - |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/78986 | - |
| dc.description.abstract (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. | |
| dc.format.extent | 176 bytes | - |
| dc.format.mimetype | text/html | - |
| dc.relation (關聯) | Proceedings - International Conference on Management and Service Science, MASS 2009,- | |
| dc.subject (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 | |
| dc.title (題名) | Assessing the effects of service recovery and perceived justice on customer satisfaction with SEM | |
| dc.type (資料類型) | conference | en |
| dc.identifier.doi (DOI) | 10.1109/ICMSS.2009.5303393 | |
| dc.doi.uri (DOI) | http://dx.doi.org/10.1109/ICMSS.2009.5303393 | |
