臺灣博碩士論文加值系統

過去於服務補救的相關議題研究，顯少學者採用線性結構關係模式進行實證研究。本研究試圖以線性結構關係模式整合探討服務補救、知覺公平、服務補救後滿意度與行為意向間之關係影響。
本研究於文獻探討中則針對上述各變項間之關係均分別詳加說明，並以國內國際觀光旅館業為研究範圍，利用問卷調查方式，針對曾與國際觀光旅館進行消費活動且曾親身經歷過服務疏失與補救經驗之顧客為本研究之受訪對象，共蒐集209位樣本意見以AMOS 4.0統計軟體加以進行分析。
本研究結果發現如下所述：(一)服務補救對知覺公平是具有正向影響關係，其中，服務補救中所採 行的「補償」方式程度越強，則顧客對於「分配公平」的知覺亦越強。服務補救中所採行的「回饋」、「授權」等之方式程度越強，則顧客對於「程序公平」的知覺亦越強。服務補救中所採行的「溝通」、「有形性」等之方式程度越強，則顧客對於「互動公平」的知覺亦越強。(二)知覺公平對服務補救後滿意度是具有正向影響關係，其中顧客對「分配公平」、「程序公平」、「互動公平」等之知覺程度越高，則對「服務補救後滿意度」亦越高。(三)服務補救後滿意度對行為意向是具有正向影響關係，其中顧客對於「服務補救後滿意度」越高，則後續對企業所產生「關係存續」、「口碑」、「採購充份性」等之意願亦越高。

致 謝....................................................I
中文摘要...................................................II
英文摘要..................................................III
目 錄.......................................... ........IV
圖 目 錄....................................................V
表 目 錄...................................................VI
第壹章 緒論................................................1
第一節 研究背景............................................1
第二節 研究動機............................................2
第三節 研究目的............................................4
第四節 研究流程............................................5
第貳章 文獻回顧............................................7
第一節 行為意向(BEHAVIOR INTENTION)........................7
第二節 服務補救(SERVICE RECOVERY).........................10
第三節 服務補救後滿意度(SERVICE RECOVERY SATISFATION).....20
第四節 知覺公平(PERCEIVED JUSTICE)........................24
第五節 文獻回饋對本研究之意涵.............................33
第參章 研究方法...........................................35
第一節 研究架構...........................................35
第二節 研究假說...........................................36
第三節 變數定義與衡量.....................................43
第四節 資料蒐集與分析技術.................................49
第五節 研究限制...........................................51
第肆章 研究發現...........................................53
第一節 樣本之基本描述.....................................53
第二節 信度與效度.........................................58
第三節 線性結構關係模式分析...............................66
第伍章 結論與建議.........................................74
第一節 研究結論...........................................74
第二節 理論與實務上之建議.................................80
第三節 後續研究建議.......................................81
參考文獻...................................................83
附錄.......................................................90

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