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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 黃恆獎(Heng-Chiang Huang) | |
| dc.contributor.author | HAN LEE | en |
| dc.contributor.author | 李涵 | zh_TW |
| dc.date.accessioned | 2022-11-25T06:32:59Z | - |
| dc.date.copyright | 2021-11-11 | |
| dc.date.issued | 2021 | |
| dc.date.submitted | 2021-08-24 | |
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/82158 | - |
| dc.description.abstract | 本研究擴展服務失誤後之顧客保留模型，在消費者原諒之上，進一步提出維持關係的有效偏好 (EPRM) 亦是影響消費者和解的重要因素。消費者經歷服務失誤後，會針對繼續維持這段關係的成本及效益進行整體性的評估及考量，而得出的最終淨有效偏好，即為 EPRM 。 本研究採實驗設計法，提出並驗證了顧客保留的調節中介模型。研究結果顯示：(1) 消費者原諒與由關係價值、功能價值、再犯偏好、其他廠商吸引力所組成的 EPRM 均為影響顧客保留的重要因素。 (2) EPRM 顯著負向調節消費者原諒對和解渴望之影響。 (3) 消費者原諒對再購的影響會受到和解渴望的中介以及EPRM 的調節。本研究證明了「原諒不和解」與「不原諒但和解」的現象，並為其背後的機制提出合理解釋，同時，本研究強調了對於將權變關係納入顧客保留模型的重要性，並且發現顧客保留是由感性路徑的消費者原諒與理性路徑的 EPRM共同促成。透過在服務失誤領域中擴展消費者原諒的模型，本研究為顧客保留過程提出了突破性的見解。 | zh_TW |
| dc.description.provenance | Made available in DSpace on 2022-11-25T06:32:59Z (GMT). No. of bitstreams: 1 U0001-2208202113090500.pdf: 1701064 bytes, checksum: ba826b80951348e6a58f483e3746cfaa (MD5) Previous issue date: 2021 | en |
| dc.description.tableofcontents | "中文摘要 i Abstract ii 1. Introduction 1 2. Literature Review 5 2.1 Consumer Forgiveness 5 2.2 Forgiveness, Desire for Reconciliation, and Repurchase Intention 8 2.3 Cost-Benefit Analysis (CBA) and the Moderator-Effective Preference of Relationship Maintenance (EPRM) 11 2.3.1 Relationship Value 15 2.3.2 Functional Value 16 2.3.3 Recidivism Anxiety 18 2.3.4 The Attractiveness of Alternatives 19 3. Method 21 3.1 Data Collection 21 3.2 Experimental Design 21 3.3 Manipulation Checks 25 3.4 Measures 26 3.5 Assessment of Reliability, Validity, and CMV 30 4. Results 33 4.1 Contingency Relationship between Consumer Forgiveness and EPRM 35 4.2 Moderated Mediation Model 36 4.3 Supplementary Analysis- One-Sample T-test and Chow Test 38 5. Conclusions and Discussions 38 5.1 Major Findings 38 5.2 Theoretical Implications 40 5.3 Empirical Implications 42 5.4 Limitations and Future Research 44 References 48 Appendix-Questionnaire 68" | |
| dc.language.iso | en | |
| dc.subject | 維持關係的有效偏好 | zh_TW |
| dc.subject | 再購意圖 | zh_TW |
| dc.subject | 和解渴望 | zh_TW |
| dc.subject | 服務失誤 | zh_TW |
| dc.subject | 消費者原諒 | zh_TW |
| dc.subject | Service failure | en |
| dc.subject | Desire for reconciliation | en |
| dc.subject | EPRM | en |
| dc.subject | Consumer forgiveness | en |
| dc.subject | Repurchase intention | en |
| dc.title | 原諒一定能帶來和解嗎? 服務失誤後之消費者原諒及關係維持之有效偏好探討 | zh_TW |
| dc.title | Does Forgiveness Always Lead to Reconciliation? Consumer Forgiveness and Effective Preference of Relationship Maintenance under Service Failures | en |
| dc.date.schoolyear | 109-2 | |
| dc.description.degree | 博士 | |
| dc.contributor.oralexamcommittee | 王仕茹(Hsin-Tsai Liu),張嘉雯(Chih-Yang Tseng),陳亭廷,潘令妍 | |
| dc.subject.keyword | 消費者原諒,維持關係的有效偏好,服務失誤,和解渴望,再購意圖, | zh_TW |
| dc.subject.keyword | Consumer forgiveness,EPRM,Service failure,Desire for reconciliation,Repurchase intention, | en |
| dc.relation.page | 76 | |
| dc.identifier.doi | 10.6342/NTU202102583 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2021-08-25 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
| dc.date.embargo-lift | 2026-08-22 | - |
| 顯示於系所單位： | 國際企業學系 | |
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