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    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/79433

    Title: 調查廉價航空業在服務補救後受補救行為之影響:關係慣性和市場行家所扮演的角色;Examining The Effects of Service Recovery on Post-Recovery Behavior in The Low-Cost Airline Industry: The Roles of Relationship Inertia and Market Mavenism
    Contributors: 企業管理學系
    Keywords: 服務補救;廉價航空;關係慣性;市場行家被;service recovery;low cost airlines;relationship inertia;market mavenism
    Date: 2019-01-17
    Issue Date: 2019-04-02 14:25:32 (UTC+8)
    Publisher: 國立中央大學
    Abstract: 本研究調查經常服務失誤的廉價航空其服務補救行為後之影響。考慮到與現有客戶保持關係的嘗試,許多研究表明客戶滿意度與回購意願之間存在正相關關係,這可以提高長期盈利能力。
    ;This research examines the effects of service recovery on post-recovery behavior in the low-cost airline which is prone to service failure. Given the attempt to maintain relationships with existing customers, a number of studies have shown a positive correlation between customer satisfactions and repurchase intention, which can improve long-term profitability.
    The purposes of this study is to assess the effects of service recovery, through the dimensions of procedural justice, distributive justice, and interactional justice. This research is expected to contribute by finding the most effective strategy to recover customer satisfaction in service industry which is prone to service failure and maintain or even improve the relationship between customer and the company. Relationship inertia and market mavenism were added as moderating variables to give a deeper insight for companies to develop a well-planned service recovery strategy.
    The population of the study was the customers of Indonesian Low cost airlines. The sampling method in this study is convenience sampling. Data was collected by using questionnaire and processed by using PLS. The analyses found that justice dimensions of service recovery had a significant influence on post recovery behavior. And both moderating variables were revealed to be essential in affecting customer’s repurchase intention and positive word-of-mouth intention.
    The findings from the questionnaire data indicate that customers appreciated an apology and the instant offer of some clear recovery procedure, and these had the greatest effect on their perceptions of justice, leading to an overall favorable view of satisfactions and the consequent likelihood of repurchase. Another thing to be considered is for the company to try to recognize the market maven between their customers, the company need to pay more attention to them, and if there is any service failure happened, a well-executed service recovery must be ensured since market maven play a great role in influencing others, which indicate a positive correlation with positive word of mouth
    Appears in Collections:[企業管理研究所] 博碩士論文

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