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线上购物服务失误类型与补救策略
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
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