| In many literature of service recovery, most researchers studied recovery satisfaction onlyfrom the property itself of service recovery or the point of perceived justice. In fact, perceivedjustice impacts on service recovery through self-regulatory. View of this, this dissertation tookself-regulatory for the adjustment variable, and drew the service recovery model of Chen Keand Tu Rongting to study the effect on recovery satisfaction of perceived justice in the servicerecovery process of passengers. This dissertation took travel agencies for example, and alsovalidated the model by empirical methods.Full text of the study is divided into six parts: (1) Introduction, this part was mainly on thebackground, meaning, purpose, content and methods of this study. (2) Literature review part,this part done a systematic review about the situation of service failure, service recovery,self-regulatory, perceived justice and recovery satisfaction involved in this study. It also madeinduction on research about the relationship between all variables related, and donecorresponding evaluation and summary of the previous research. (3) Conceptual model andhypotheses section, beaded on perceived justice theory, this part formed a preliminaryconceptual model and derived the research hypothesis by combing the research results withprevious studies on service recovery, self-regulatory, and recovery satisfaction. (4) Researchmethods section, this part mainly explained the selection of the research object, variablemeasurement and questionnaire design, specific statistical analysis methods. (5) Data analysissection, this part collected data from appropriate questionnaires answered by customers whohad experienced service failure of travel agencies, done quantitative statistical analysis of thedata, and tested the research hypothesis. (6) Conclusion and outlook section, this part proposedservice recovery methods and recommendations in line with our strategy of facts based onconclusions of this study, and noted the limitations of this study and future research directions.The research results showed that service failures of travel agencies were mainly in thecatering, accommodation, travel arrangements, followed by complaint handling, guided tours,sightseeing and recreational activities, and contact and feedback, etc. And this was broadlyconsistent with consumers'complaints ; Physical recovery remedies had positive influence onthe results of perceived justice ,and mental recovery remedies had positive influence on theinteraction of perceived justice ; Self-regulatory had a significant regulatory role betweenphysical recovery remedies and the results of perceived justice, while the role between physicalrecovery remedies and interaction of perceived justice or procedure of perceived justice was notsignificant; Service recovery had impact on recovery satisfaction through perceived justice; itwas that the results of perceived justice, procedure of perceived justice, interaction of perceived justice all had positive effect on recovery satisfaction. |
