The Empirical Research On The Relationships Between Justice And Consumer Satisfaction

Services have generally different intangible tangible products and heterogeneity,and it can not be stored, and the simultaneity of production and consumption andother characteristics, as well as service quality evaluation of subjective characteristics,destined in the course of providing services, business services impossible to ensureevery consumer satisfaction, even the best companies inevitably will occur servicefailures （Service Failure）. Service recovery is the service provider of the servicedeficiencies and mistakes made by the response and actions needed to regainconsumer satisfaction initiatives and an effective remedy, service recovery onconsumer satisfaction study the impact of service recovery is determined in what wayaffect consumer satisfaction helps companies better targeted to provide services inorder to improve consumer redress their satisfaction, thereby enhancing theircompetitiveness.This paper was attempted to understand the process of the implementation ofremedies, from a consumer point of view as well as through service consumersentiment equity theory, that is, from motives of consumers complain, consumers inthe remediation process emotions influence their satisfaction, as well as from theservice equity theory, consumers want to be treated fairly between the parties.Consumer satisfaction as the final result, explore the impact of consumer satisfactionwith service recovery evaluation factors, including the following three aspects: theservice failure scenarios, and consumer sentiment on the impact of satisfaction withservice recovery; remediation process quality of service perceived impact onconsumer satisfaction; whether the service fairness theory perceived quality affectconsumers through consumer satisfaction, and so on. By way of empirical research on this issue has been demonstrated to verify the authenticity of the hypothesis, andfinally, for the empirical analysis of the results, the enterprise service recoverystrategies and suggestions.