| Express delivery industry has achieved rapid development in recent years, which has become an important part of the national economy.However, as express delays become increasingly apparent, many private enterprises neglect service recovery, which affect customer interests.It not only leads to loss of customers and negative word of mouth, but also damage to the long interests of enterprises and the overall image of express delivery industry. This paper try to expand service recovery theory to express delivery industry, which also provide advice for express enterprise implementing service recovery.This paper take a review of the literatures including service failure, service recovery, perceived justice, customer satisfaction, behavior intention, and the relationships among them.The research use role playing method to investigate customer in the region's major cities in Jiangsu, Zhejiang and Shanghai.The main conclusions of this Paper are as follows:(1) Feature dimension of service recovery aim at express delays including compensation, facilitation, apology and recovery initiation.(2) Service recovery has remarkable positive influence on customer perceived justice. Compensation impacts distributive justice significantly; facilitation impacts procedural justice significantly; apology and recovery initiation impact interactive justice significantly.(3) Customer perceived justice has remarkable influence on customer satisfaction, repurchase intention and word of mouth.Distributive justice has the most remarkable positive influence on customer satisfaction; procedural justice has the most remarkable positive influence on repurcahase intention; interactive justice has the most remarkable positive influence on word of mouth. Procedural justice doesn't affect positive word of mouth, distributive justice doesn't affect negative word of mouth.(4) The impact of service recovery on customer satisfaction and behavior intention is indirect realized by perceived justice which is a mediator. |
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