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Student Number 974203028
Author Wei-Ting Wu(吳瑋婷)
Author's Email Address No Public.
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Department Information Management
Year 2009
Semester 2
Degree Master
Type of Document Master's Thesis
Language zh-TW.Big5 Chinese
Title Customer Responses to Service Recovery in E-Commerce Environment
Date of Defense 2010-06-07
Page Count 92
Keyword
  • justice theory
  • repurchase intention
  • satisfaction with recovery
  • service recovery
  • Word of Mouth
  • Abstract  The market of online shopping has grown up. And Internet has become an emerging channel for consumers to shop online. Because the lack of face to face between shops and customers, service failures occur frequently. Service failure can make significant influences on company. When service failures occur, selecting an effective service recovery strategy to correct the failure is an important issue.
     This study examined dimensions of justice theory on service recovery. The purpose of this study is to assess the relative influence of distributive justice and procedural justice on satisfaction with recovery and to examine the relationship between satisfaction with recovery and subsequent customer responses (repurchase intention and Word of Mouth) in e-commerce environment. This research collected data through survey using experimental scenarios. ANOVA and SEM are employed to test the hypotheses. This research conducted structural equation modeling by using AMOS.
     The findings are:
    (1) Perceived distributive justice has significant effect on satisfaction with recovery.
    (2) Perceived procedural justice has significant effect on r satisfaction with recovery.
    (3) Between distributive justice and procedural justice have no significant effect on satisfaction with recovery.
    (4) Satisfaction with recovery has positive effect on repurchase intention.
    (5) Satisfaction with recovery has positive effect on positive Word of Mouth.
    (6) Satisfaction with recovery has negative effect on negative Word of Mouth.
    Table of Content 論文摘要i
    英文摘要ii
    目錄 iii
    圖目錄 iv
    表目錄 v
    第壹章 緒論 1
    第一節 研究背景與動機 1
    第二節 研究目的 2
    第三節 研究問題 3
    第四節 論文架構與研究流程 4
    第貳章 文獻探討 7
    第一節 服務失誤 7
    第二節 服務補救 14
    第三節 公平理論 20
    第四節 滿意度、補救後滿意度、忠誠度 (再購意願與口碑) 25
    第五節 小結 29
    第參章 研究方法 30
    第一節 研究架構 30
    第二節 各變數之操作性定義與衡量問項 31
    第三節 研究推論與假說 35
    第四節 問卷設計、抽樣方法與前測 39
    第肆章 資料分析與結果 43
    第一節 樣本特徵與敘述性統計分析 43
    第二節 實驗操弄確認 48
    第三節 信度與效度分析 48
    第四節 模型與假說驗證 52
    第伍章 結論與建議 63
    第一節 研究結論 63
    第二節 管理意涵 66
    第三節 研究限制 67
    第四節 後續研究建議 68
    參考文獻 70
    附錄一 情境 80
    附錄二 正式問卷 82
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    網路部分
    行政院經建會 (民98年8月13日)。「台灣網路購物規模持續成長」,民99年3月30日,取自http://www.cepd.gov.tw/m1.aspx?sNo=0012144
    經濟部商業司 新網路時代電子商務發展計畫 (民98年12月)。「2009 電子商務年鑑-緒論」,民99年3月30日,取自http://gcis.nat.gov.tw/ec/service/publish/publish.asp
    研究案例: 網路購物與購物商品篇 (民98年10月9日)。創市際市場研究顧問電子報。民99年4月2日,取自http://news.ixresearch.com/?p=696
    Advisor
  • Yi-Wen Fan(范懿文)
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  • 974203028.pdf
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    Date of Submission 2010-06-21

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