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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
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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 .

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CLC: > Economic > Economic planning and management > Economic calculation, economic and mathematical methods > Economic and mathematical methods
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