Dissertation > Excellent graduate degree dissertation topics show

Research on Remedial Effect of the Service Failure Based on Self-regulatory Orientation

Author: LiChengJiao
Tutor: ChenGuoPing
School: Wuhan University of Science and Technology
Course: Business management
Keywords: self-regulatory orientation service recovery perceived justice customersatisfaction after recovery
CLC: F224
Type: Master's thesis
Year: 2010
Downloads: 47
Quote: 0
Read: Download Dissertation

Abstract


In many literature of service recovery, most researchers studied recovery satisfaction onlyfrom the property itself of service recovery or the point of perceived justice. In fact, perceivedjustice impacts on service recovery through self-regulatory. View of this, this dissertation tookself-regulatory for the adjustment variable, and drew the service recovery model of Chen Keand Tu Rongting to study the effect on recovery satisfaction of perceived justice in the servicerecovery process of passengers. This dissertation took travel agencies for example, and alsovalidated the model by empirical methods.Full text of the study is divided into six parts: (1) Introduction, this part was mainly on thebackground, meaning, purpose, content and methods of this study. (2) Literature review part,this part done a systematic review about the situation of service failure, service recovery,self-regulatory, perceived justice and recovery satisfaction involved in this study. It also madeinduction on research about the relationship between all variables related, and donecorresponding evaluation and summary of the previous research. (3) Conceptual model andhypotheses section, beaded on perceived justice theory, this part formed a preliminaryconceptual model and derived the research hypothesis by combing the research results withprevious studies on service recovery, self-regulatory, and recovery satisfaction. (4) Researchmethods section, this part mainly explained the selection of the research object, variablemeasurement and questionnaire design, specific statistical analysis methods. (5) Data analysissection, this part collected data from appropriate questionnaires answered by customers whohad experienced service failure of travel agencies, done quantitative statistical analysis of thedata, and tested the research hypothesis. (6) Conclusion and outlook section, this part proposedservice recovery methods and recommendations in line with our strategy of facts based onconclusions of this study, and noted the limitations of this study and future research directions.The research results showed that service failures of travel agencies were mainly in thecatering, accommodation, travel arrangements, followed by complaint handling, guided tours,sightseeing and recreational activities, and contact and feedback, etc. And this was broadlyconsistent with consumers’complaints ; Physical recovery remedies had positive influence onthe results of perceived justice ,and mental recovery remedies had positive influence on theinteraction of perceived justice ; Self-regulatory had a significant regulatory role betweenphysical recovery remedies and the results of perceived justice, while the role between physicalrecovery remedies and interaction of perceived justice or procedure of perceived justice was notsignificant; Service recovery had impact on recovery satisfaction through perceived justice; itwas that the results of perceived justice, procedure of perceived justice, interaction of perceived justice all had positive effect on recovery satisfaction.

Related Dissertations

  1. Research on the Relationship between Service Recovery Offset and Customer Loyalty of the Telecom Enterprises,F626;F224
  2. A Research on the Relationship between Subordinate Goal Orientation, Quality of Leader-member Exchange and Individual Innovative Behaviors,F272
  3. Research on Service Recovery Management in Retail Enterprises,F717.6
  4. Empirical Study on the Impact of Service Recovery on Customer Loyalty,F224
  5. Research on Service Recovery and Its Strategies Based on Service Profit Chain,F274
  6. Study on the Impact of Service Recovery to Customer Satisfaction in Hotel Industry,F719
  7. Service Recovery Strategies Based on Customer Satisfaction,F274
  8. Research on Logistics Service Recovery System Based on Service Profit Chain,F253
  9. The service failure attributed to secondary and severity of perceived fairness and customer satisfaction impact study,F224
  10. On the Inducement, Behavior and Recovery of Hotel Customer Complaints,F719
  11. Research of Service Recovery Effect and Quality Appraisal Based on Customer Satisfaction,F719
  12. Empirical and Theoretical Study of Customer WOM Diffusing Intention in Retail,F717
  13. Service Recovery’s Theory, Model and Empirical Analysis Based on Customer Relationship,F274
  14. Research on Service Recovery Management,F224
  15. Key Research on Technologies of Web Services Composition and Availability,TP393.092
  16. K Company’s Improving Planning and Forecasting for the Reasonable Allocation of Inventory,F224
  17. Empirical Study on the Top Management Turnover and Performance of Listed Companies in China,F224
  18. A Study about the Stock Index Future’s Influence on the Stock Market,F224
  19. The True Estimations of China’s Unemployment and the Re-examination of Okun’s Law,F224
  20. State cigarette sales forecast Influencing Factors,F224
  21. The Survey on Food Enterprise Employee-cognitive Levels and Customer-satisfaction Degrees,F224

CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
© 2012 www.DissertationTopic.Net  Mobile