Dissertation > Excellent graduate degree dissertation topics show

Expand fair dimension of service recovery and behavioral intentions affect the relationship between research

Author: HuYu
Tutor: ZhouYaoLie
School: Zhejiang University
Course: Management Science and Engineering
Keywords: Service Recovery Perception of fair Customer behavior intention Customer trust Affect relations
CLC: F224
Type: Master's thesis
Year: 2007
Downloads: 400
Quote: 10
Read: Download Dissertation

Abstract


In recent years , with the service sector by the emphasis increasingly intensify , expand academic services research at an alarming rate growth. Service recovery is the rise in recent years , an important direction of service management research . Among the various branches of the service recovery research , service recovery , the perceived fair as well as customer behavior intention and its relationship between the research can be described as a top priority . Although previous invest more in this regard , and also reached a number of model . However, service recovery as well as the perception of the fair itself , the research is still in development among service recovery and perceived fair itself dimensional expansion , the update of the classic model proposed requirements. This article is in such a request , the restaurant industry as the research background , to study the expanding dimensions of service recovery , the relationship between the perception of fairness as well as customer behavior intention to affect the relationship between the few who come for the latest research results model. The author, after the theoretical analysis and empirical research , confirmed remedial services and perceived the necessity and possibility of fair dimensions expand ; service recovery , perceived impact of the new model of the relationship between the fair and customer behavior intention , for the first time Expressed service recovery this dimension of the relevant Recovery Initiative aware fair which information about the fair this dimension of the entire model and more play a role . Finally , this study was first proposed as customer trust perception the adjustment variables thought were fair impact on customer behavior intention , and partially confirmed this hypothesis . In addition , this study confirmed from a certain extent, the dimension in order to expand the part of the correctness of the original model , also falsified some of the conclusions of the original model .

Related Dissertations

  1. B2C online retailing Service Recovery System,F724.6
  2. Research on Remedial Effect of the Service Failure Based on Self-regulatory Orientation,F224
  3. A Research on Service Recovery Strategy of Postponed Flight for Airline Companies,F562
  4. Research on the Construction and Application of Catering Customer Complaints Action-Not Action Model,F719.3;F224
  5. Research on the Strategy of Passenger Special Line Overbooking Based on Revenue Management,U293.1
  6. A Study on the Zone of Tolerate of Service Recovery in Catering Industry,F719.3
  7. The Gender Perspective hotel service recovery research,F719
  8. Telecommunications Business in the Service Recovery Satisfaction Factors,F224
  9. Research of Service Recovery Management by Telecom Operators to Improve Customer Satisfaction,F626
  10. Research on the Relationship between Service Recovery Offset and Customer Loyalty of the Telecom Enterprises,F626;F224
  11. The Study on the Impact of Service Recovery Based on Perceived Justice on Customer Satisfaction and Loyalty,F224
  12. Factors of Managerial Response’s Effectiveness towards Online User Reviews,F49
  13. Enterprise Service Recovery System Construction and Empirical Research,F274
  14. Consumer trust in e-commerce site customer Empirical Study,F274
  15. China Telecom Hunan Research Service Recovery and Customer Loyalty,F626
  16. Mobile Communications Customer Satisfication with Service Recovery,F626;F224
  17. Research on the Seller Factors Influencing Customer Trust of B2C Electronic Commerce,F724.6
  18. The Research about Formation Mechanism of Customer Loyalty on the Base of Pre-trust and Pro-trust,F274
  19. Empirical Study on the Impact of Service Recovery on Customer Loyalty,F224
  20. Factors Influencing customer trust in online shopping,F713.36

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