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Empirical Study of the Relationship between Catering Service Recovery, Customer Satisfaction and Behavioral Intentions

Author: YuXiaoFeng
Tutor: ChenLiQing
School: Zhejiang University of Technology
Course: Business management
Keywords: Service Recovery Perception of fair Customer Satisfaction Customer behavior intention
CLC: F719.3;F224
Type: Master's thesis
Year: 2010
Downloads: 251
Quote: 0
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Abstract


With the rapid development of the service economy, more and more research on the remedial aspects of the service attracted the attention of scholars. The foreign service recovery began in the 1980s, our service recovery is relatively late, in recent years, service recovery is still a relatively new concept, the main research direction is divided into two categories, a class from a strategic point of view to explore the service recovery for enterprises to maintain the importance of competition, remedial strategies from the perspective of the enterprise, and the other to the use of empirical analysis to evaluate the validity and significance of the service recovery from the customer's point of view, how effective service recovery has been the scholars focus of the study, the study's key. Customer satisfaction and positive behavioral intentions enterprises, service recovery is the most basic goal has important implications for the study of the relationship between service recovery and customer satisfaction and behavioral intentions. In this paper, food and beverage industry as the research object to explore the relationship between service recovery and customer satisfaction, and behavioral intentions. By reading a lot of relevant literature and related theory finishing this article to perceived fair as mediating variables to build the model of the relationship between service recovery and customer satisfaction and behavioral intentions. Service recovery model to to include tangible compensation, response speed, apology, and to Recovery Initiative four dimensions, the perception of fair results, including justice, procedural justice, interactional justice three dimensions, customer behavior intention consist primarily of customer repurchase intention and word of mouth. This article draws on related to the scale of foreign scholars, after appropriate modifications, the formation of the questionnaire of this article, in the the Hangzhou local citizens and students questionnaires, and finally obtained 208 valid questionnaires were empirical analysis. The empirical results show that tangible compensation and the result is fair, procedural justice and interactional justice positively correlated; speed of response is positively correlated with procedural fairness; apologize and remedy the initiative positively correlated with interactive fair. In which the effects of customer satisfaction, customer repurchase intention and word of mouth, the role played by the three dimensions of perceived fairness is different. Specifically, the results fair role in the relationship between customer satisfaction and behavioral intentions, interactional justice, followed by the last procedural fairness. Found in the inspection of the intermediary role of the three dimensions of perceived fair result is fair and interactional justice plays a significant role in intermediary, and the the procedural fairness intermediary role is not significant.

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