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標題: 內部服務補救之前因後果
The Antecedents and Consequences of Internal Service Recovery
作者: 黃雅鳳
Huang, Ya-Feng
關鍵字: Internal market orientation;內部市場導向;Internal service recovery;Organization commitment;內部服務補救;組織承諾
出版社: 企業管理學系所
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Customers'' positive satisfactory evaluations on the products or services provided from businesses are often determined by the first line workers' service consciousness and service devotion. In order for employees to possess these qualities, organizations need the concept of internal market orientation and highly committed employees.
In reviewing the previous studies of service recovery, most of them discuss how to recover external customers in the event of service failure. The concept of internal marketing emphasizes that, “there would only be satisfied customers, when there are satisfied employees.” What should be considered as an important issue is when a service failure takes place; organization should let employees resolve customer complaints in a positive manner. Therefore, firms must have internal service recovery strategy to support the efforts made on external service recovery.
This main purpose of this study is to discuss the importance of internal service recovery in organization. This research uses internal market orientation as the antecedent for internal service recovery, and organization commitment as the result of internal service recovery. By integrating internal market orientation, internal service recovery and organization commitment, we hope to form an integrative structure.
In the aspect of empirical research, this research uses convenient sampling method. Questionnaires are mailed to human resource department of Taiwan's restaurant, hotels, and department stores; then pass on to first line workers. A total of 500 questionnaires are mailed, with 41 of them invalid, 349 questionnaires are usable. The response rate is 69.8%.
The empirical result of this research finds that internal market orientation exerts influence on internal service recovery, and the influence of internal service recovery on organization commitment is partially significant.
Lastly, this research claims its research conclusion, managerial implication, research limitation, and future research directions based on analysis result.

其他識別: U0005-1907200618124500
Appears in Collections:企業管理學系所

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