线上购物服务失误类型与补救策略.pdf

第十六卷　第一期　2014 年3 月 （pp.53～84 ） a, * a a b a b 228 Relationships among Online Shopping Service Failure Types, Service Recovery Strategies, Perceived Justice, and Satisfaction with Service Recovery a a a b Ying-Feng Kuo Chi-Ming Wu Shu-Chen Yang Shih-Ting Yen a Department of Information Management, National University of Kaohsiung b Department of Asia-Pacific Industrial and Business Management, National University of Kaohsiung Abstract The issue of service quality is getting important in the context of cyber space. Compared with brick-and-mortar, online retail store may occur more service problems during service delivery. Due to the characteristics of service, failures are unavoidable * 通訊作者　電子郵件：fredkuo@.tw NSC 97-24 10-H-390-0 14-MY2 DOI: 10.6188/JEB.20 14.16( 1).03 March 2014 53 therefore how to correct the failure and compensate customers still unclear. This study applied scenarios method to discover the effect of recovery strategies on cu stomer perceived j u stice and cu stomer satisfaction with service recovery in variou s failure types; further, the moderato