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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/52254

Title: Mediating effects of service recovery on liner shipping users
Authors: Shih-Liang Chao
Ru-Yan Lin
Yu-Han Sun
Contributors: 國立臺灣海洋大學:航運管理學系
Keywords: Liner shipping
Service recovery
Customer loyalty
Structural equation modeling (SEM)
Date: 2018-12
Issue Date: 2019-06-14T06:54:08Z
Publisher: Transport Policy
Abstract: Abstract: Offering appropriate service recovery is important for service providers to retain their existing customers. Given that service failures are both common and inevitable when using liner shipping services, in this study, a model was established by which to examine the impact of service recovery on customer loyalty. An empirical questionnaire survey was conducted, and structural equation modeling (SEM) was applied to test the hypotheses proposed in this study. The results showed there to be a significant positive impact from service recovery on the customer loyalty of liner shipping users, which was found to be mediated via customer satisfaction and satisfaction after recovery.
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/52254
Appears in Collections:[航運管理學系] 期刊論文

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