Effects of perceived justice on customer satisfaction and post-purchase behaviors in the service recovery context

다국어 초록 (Multilingual Abstract)

Service is one of the most substantial factors for consumers to
decide where to purchase what they need. It is also true for consumers
buying their needs from a generic firm as well as a service firm whose mam purpose of business is delivering serVIce rather than tangible
goods. Generating new consumers is very critical for firms to survIve.
In spite of maximum efforts, most firms encounter difficulties in
drawing new customers because the market is limited and fully
saturated. Therefore, retaining old consumers, by making them loyal
customers, will be a better strategy for firms. Loyal customers satisfied
with goods and services from a firm tend to form a good relationship
with the firm and purchase more and frequently from it.
Good relationship is formed when a firm deliver services without
failure, and delivering services without failure is hard to accomplish
because service has its peculiar aspectsll in nature. If service failure is
inevitable, service recovery for the failure will become a major
determinant in customer satisfaction.

목차 (Table of Contents)

• I. Introduction
• 1. Purpose of study
• 2. Research methodology and range
• II. Literature Review for service recovery
• l. Researches for the recovery
• 2. Theories applied for the service failure and recovery model construction
• III. Research model development and hypothesis
• 1. Research model
• 2. Hypothesis
• IV. Research Methodology
• 1. Questionnaire design
• 2. Sampling frame and data collection
• V. Hypothesis tests
• 1. Reliability analysis and model fitness test.
• 2. Model building
• 3. Hypothesis test
• VI. Conclusion
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