Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | Graduate School of Business | en_US |
| dc.creator | 張鈞安 | - |
| dc.creator | Zhang, Jun'an | - |
| dc.creator | Zhang, Juan'an | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/5058 | - |
| dc.language | Chinese | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | 服务补救对顾客感知价值、满意、信任和忠诚影响的实证研究 | en_US |
| dc.title | Fu wu bu jiu dui gu ke gan zhi jia zhi, man yi, xin ren he zhong cheng ying xiang de shi zheng yan jiu | en_US |
| dcterms.abstract | Previous studies have investigated the relationship between customer satisfaction and loyalty in product and service contexts. But few focused on the relationships among service recovery, perceived value, satisfaction, trust and loyalty. When service failure occurs, it is unclear how customers perceive the service recovery quality, and how service recovery quality, in turn, influences customers' perceived value, satisfaction, trust and loyalty. To find the answers, this study developed an integrated model and examined the roles played by service recovery, customer satisfaction, perceived value and trust in determining customer loyalty after service failure occurred. Three pilot studies were conducted in the telecommunication industry to refine the research instrument. After the questionnaire was modified and improved, the final survey was conducted with customers of a telecommunication company in China and hypotheses were tested empirically. Sample of the study included 301 respondents with service failure experience and 321 respondents without service failure experience. Data were analyzed using regression analysis and structure equation modeling (SEM). Results indicated that service recovery had positive impacts on perceived value, customer satisfaction, and trust. For service recovery, "process fairness" and "interaction fairness" were more important than "outcome fairness". The service recovery paradox phenomenon was also proved to exist in the telecommunication industry. The results supported most hypotheses, and implications for both marketing theory and practice were discussed. Limitations of the study and further research directions were proposed. | en_US |
| dcterms.alternative | Impact of service recovery on customers' perceived value, satisfaction, trust, and loyalty | - |
| dcterms.extent | viii, 107 leaves : charts ; 30 cm. | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 2008 | en_US |
| dcterms.educationalLevel | All Doctorate | en_US |
| dcterms.educationalLevel | D.Mgt. | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations. | en_US |
| dcterms.LCSH | Customer services. | en_US |
| dcterms.LCSH | Consumer satisfaction. | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b22917159.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 3.66 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/5058