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標題: 服務失誤與再購意願之研究—以不同餐廳類型為例
A study of relationships between service failure and repurchase intentions
作者: Huei-Ling Chen
關鍵字: 服務失誤;服務補救;轉換成本;再購意願;Service Failure;Service Recovery;Repurchase Intentions
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Since formation and consumption of service occur simultaneously, and service failure is inevitable, it is important to do well with service recovery for service failures. This research investigated the different levels of service failure that affect consumers' repurchase intention in restaurant industry.
There were total 335 useful questionnaires collected from different restaurants. This research analyzed relationships among service failure, service recovery and repurchase intentions. Besides, the research also analyzed the moderation effect of service recovery, switching cost and restaurants type. Furthermore, this research discussed the mediation effect of service recovery.
This research found that the most common service failure in restaurants was delay of meal delivery and the failure also came from the individual behavior of restaurant employees. For the general service failure, the common service recovery was verbal apology. When serious service failure happened, real action took place.
Furthermore, service failure had positive influence on repurchase intentions. However, there were no moderation effects on repurchase intentions in turns of service recovery, switching cost and restaurants types. Finally, this research found that there was mediation effect on repurchase intentions in turns of service recover actions.

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