碩士 / 國立高雄大學 / 經營管理研究所 / 98 / In recent years, the concept of service failure and recovery have been a topic of interest to the travel and tourism industry for the primary reason that consumer satisfaction has a direct link to loyalty and affects organizational profits.
The purpose of this study is to investigate the impact of service failure and recovery on customer loyalty and satisfaction for foreign inclusive tours, and to further explore the moderating effect of severity of failure between perceived justice and customer satisfaction/loyalty, the mediating effect of customer satisfaction between perceived justice and customer loyalty. Major findings were as follows: (a) customer satisfaction and loyalty were significantly affected by service failure and recovery, (b) there was no moderating effect of severity of failure between perceived justice and customer loyalty¸ and (c) there were mediating effect of customer satisfaction between perceived justice and customer loyalty.
Theoretical and practical implications and recommendations as well as future research directions were also discussed.
| Identifer | oai:union.ndltd.org:TW/098NUK05457041 |
| Date | January 2010 |
| Creators | Hsin-Chih Shen, 沈信志 |
| Contributors | Ming-Chu Pan, Yang Li, 潘明珠, 李揚 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 107 |
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