| DC 欄位 |
值 |
語言 |
| DC.contributor | 資訊管理學系 | zh_TW |
| DC.creator | 吳瑋婷 | zh_TW |
| DC.creator | Wei-Ting Wu | en_US |
| dc.date.accessioned | 2010-6-21T07:39:07Z | |
| dc.date.available | 2010-6-21T07:39:07Z | |
| dc.date.issued | 2010 | |
| dc.identifier.uri | http://ir.lib.ncu.edu.tw:88/thesis/view_etd.asp?URN=974203028 | |
| dc.contributor.department | 資訊管理學系 | zh_TW |
| DC.description | 國立中央大學 | zh_TW |
| DC.description | National Central University | en_US |
| dc.description.abstract | 網路購物的市場蓬勃成長，讓網路成為消費者購物的新興管道，但由於在電子商務環境中，商家與顧客缺乏面對面互動的機會，造成服務失誤常時有所聞，發生的失誤會對公司造成重大的影響，相對的如何提供有效的補救就變成很重要的議題。
所以本研究透過公平理論來探討服務補救的議題，目的是探討在電子商務的環境中，發生失誤後，其分配公平與程序公平的不同程度，對於服務補救後滿意度的影響，以及在給予服務補救後的顧客滿意度，進而對於其再購意願、口碑的影響。
本研究採問卷調查方式，配合情境來進行資料的蒐集，並使用 ANOVA和結構方程模式 (SEM)，以檢驗本研究模型和相關假說。研究結果發現：(1) 顧客對補救後分配公平之認知對於補救後滿意度有顯著影響；(2) 顧客對補救後程序公平之認知對於補救後滿意度有顯著影響；(3) 分配公平與程序公平對補救後滿意度無顯著之交互作用；(4) 補救後滿意度對於再購意願有顯著的正面影響；(5) 補救後滿意度對於正面口碑有顯著的正面影響；(6) 補救後滿意度對
於負面口碑有顯著的負面影響。
| zh_TW |
| dc.description.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.
| en_US |
| DC.subject | 口碑 | zh_TW |
| DC.subject | 再購意願 | zh_TW |
| DC.subject | 補救後滿意度 | zh_TW |
| DC.subject | 公平理論 | zh_TW |
| DC.subject | 服務補救 | zh_TW |
| DC.subject | Word of Mouth | en_US |
| DC.subject | repurchase intention | en_US |
| DC.subject | satisfaction with recovery | en_US |
| DC.subject | justice theory | en_US |
| DC.subject | service recovery | en_US |
| DC.title | 服務補救對電子商務顧客影響之研究 | zh_TW |
| dc.language.iso | zh-TW | zh-TW |
| DC.title | Customer Responses to Service Recovery in E-Commerce Environment | en_US |
| DC.type | 博碩士論文 | zh_TW |
| DC.type | thesis | en_US |
| DC.publisher | National Central University | en_US |