Service Failure, Service Recovery And Perceived Fairness And Remedy Performance Relationship

This paper focuses on the relationship among the features of service failure, the features of service recovery and the performance of recovery by investigating to restaurants in HangZhou city , which is very important in service industry. The whole paper includes four parts: the review for literature, the theoretical discusstion, empirical research and study conclusion.In the first part, the paper take a review of the literatures on the variable included in this paper, such as: the features of service failure, the features of service recovery, the percived fairness and the performance of recovery, and the relationships among them. Then, the author have a comment on these research had done by precursor.In the second part, on the basis of combination of empirical research had taken by precursor and some found theories such as social exchange theory, attitude-concuction theory and mental account theory, the paper induce the therotic hypothesises and the research structure.In the third part, the author design the approachs of research and investigate in the first, and then collect the research data from some students in Zhejiang University and some customers in HangZhou city by random, and validate the validity of the therotic hypothesises through quantitive analysis.In the end of this paper, the applications of research result and some suggestions in management are advanced, and the limitations and further research are discussed.