The Impact Of Service Failure On The Relationship Between Service Recovery And Post-Recovery Satisfaction

The specificity of service makes its quality cannot be effectively controlled. Thisis not the same with the quality of products controlling. Many factors may lead to thefailure of service. At this point, enterprises must take remedial measures promptly toeliminate the customer’s negative emotions therefore to avoid losing customers. Thereare indeed some differences among each measure of service recovery. Andunderstanding the effectiveness of service recovery can effectively guide enterprisesto implement service recovery during the service recovery.Based on the bibliography of service failure, service recovery and post-recoverysatisfaction, this thesis starts from the relationship between service recovery andpost-recovery satisfaction, and introduces the influence of service failure to researchmodel and then discusses relationship among service failure, service recovery andpost-recovery satisfaction.This would perfect the theory of service recovery. In thisstudy, we take a group of people who have experienced the commercial bank servicefailure as the objects and provide suggestion on theory of service recovery andsubsequent service recovery management.This study applies some analytical methods such as factor analysis, varianceanalysis, correlation analysis and regression analysis by SPSS17.0. The conclusionsare as follows:(1)There are some different impacts existed in the sample characteristics ofcustomers towards post-recovery satisfaction Among them, sex and age can influence thedegree of post-recovery satisfaction: the older the age is, the greater post-recoverysatisfaction is; Meanwhile post-recovery satisfaction is different due to different sexes,woman has higher level of post-recovery.(2) Three dimensions of service recovery have significant positive effect on the post-recovery satisfaction. Among them the psychological compensation has thegreatest influence, material compensation takes second place, and the rapid responseis relatively the weakest among them.(3) The service failure has a regulating effect on the relationship between servicerecovery and post-recovery satisfaction. Among them, the regulating effect of servicefailure has been proved in the process of psychological compensation, rapid responseand post-recovery satisfaction. However service failure has only been partlysupported in the moderation of substantial compensation and post-recoverysatisfaction.