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系統識別號 U0026-0812200914082775
論文名稱(中文) A Study on Service Recovery Efforts, Relationship Quality and its Effects on Customer Attitudes and Behaviours in Taiwan’s Fastener Industry
論文名稱(英文) A Study on Service Recovery Efforts, Relationship Quality and its Effects on Customer Attitudes and Behaviours in Taiwan’s Fastener Industry
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 96
學期 2
出版年 97
研究生(中文) 李宜珊
研究生(英文) Yi-Shan Lee
學號 ra795116
學位類別 碩士
語文別 英文
論文頁數 76頁
口試委員 口試委員-陳正忠
指導教授-潘浙楠
召集委員-James Stanworth
口試委員-James Stanworth
中文關鍵字 none 
英文關鍵字 Complaint Behaviour  Relationship Quality  Fastener  Service Recovery 
學科別分類
中文摘要 none
英文摘要 Taiwan has had the reputation of “Kingdom of Fastener” for decades. Its export amount is growing significantly every year. With the technology maturing and with many competitors in the field, the market selling concept has changed from a transaction market to a relationship market. In addition, when the market is more competitive and a few new customers enter this market, the suppliers must turn their attention to customer retention, especially after customer complaints.
The purpose of this study is to explore the relationship between Service Recovery Efforts, Relationship Quality and Behaviours on Post-customer Complaints, and then point out if Relationship Quality has a mediating effect between Service Recovery Efforts and Behaviours on Post-customer Complaints in Fastener Industry. Cross table analysis, Factor and Reliability analysis, Pearson Correlation, and regression analysis are used to perform the statistical analysis for the survey data. The analysis results indicate that Recovery Efforts and Relationship Quality have significant impacts in “Repurchase Intention,” “WOM Intention” and “Price Tolerance.” Moreover, “Satisfaction & Trust” and “Commitment” have mediating effects on “Repurchase Intention”; while only “Satisfaction & Trust” has mediating effects on “WOM Intention” and “Price Tolerance.”
論文目次 ACKNOWLEDGEMENTS I
ABSTRACT II
TABLE OF CONTENTS III
LIST OF TABLES VI
LIST OF FIGURES VIII
CHAPTER ONE INTRODUCTIION 1
1.1 Research Background and Motivation 1
1.2 Research Objectives and Scope 3
1.3 Research Flow Chart 4
CHAPTER TWO LITERATURE REVIEW 5
2.1 Taiwanese Fasteners’ Background 5
2.1.1 Definition of Fasteners 5
2.1.2 Application of Fasteners 5
2.1.3 The Status of Taiwan Fastener Industry 6
2.2 The Difference Between B2B and B2C Market 7
2.3 Service Recovery Efforts 13
2.3.1 Definition of Service Recovery (Efforts) 13
2.3.2 What Customer Expect While Service Failure 14
2.3.3 Recovery Process 14
2.3.4 Supplier’s response to customer 16
2.3.5 Justice Theory 17
2.4 Relationship Quality 20
2.4.1 Relationship Marketing 20
2.4.2 Relationship Quality Model 21
2.4.3 Relationship Quality Definition and Measurements 22
2.5 The Behaviours on Post-Customer Complaint 24
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 27
3.1 Conceptual Model 27
3.2 Research Framework 27
3.3 Operationalization of Research Variable 29
3.4 Questionnaire Design 30
3.5 Sampling Plan 34
3.6 Data Analysis Method and Pre-test 35
3.6.1 Descriptive Statistic Analysis 35
3.6.2 Reliability and Validity Statistic Analysis 35
3.6.3 Pearson Correlation Analysis 36
3.6.4 Hypothesis Verification 36
CHAPTER FOUR RESEARCH ANALYSIS AND RESULT 38
4.1 Descriptive Statistical Analysis 38
4.1.1 Data Collection 38
4.1.2 Profile of Sample Firms 38
4.1.3 Results of Basic Statistics for Relevant Research Variables 42
4.2 Factor Analysis and Reliability Tests 44
4.2.1 Service Recovery Efforts 44
4.2.2 Relationship Quality 46
4.2.3 Behaviours on Post-customer Complaints 46
4.3 Hypothesis Verification 47
4.3.1 Pearson Correlation Analysis 47
4.3.2 Multiple Regression Analysis 48
4.3.3 The Mediating Effects 52
4.4 Reasons Customer Complaint for Source of Customer Grievance 54
CHAPTER FIVE CONCLUSIONS AND DISCUSSIONS 58
5.1 Significant Findings 58
5.2 Conclusions and Suggestions 63
5.3 Research Limitations and Further Research Suggestions 64
REFERENCES 65
APPENDIX 1 70
APPENDIX 2 74
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