知覺誠意對成功的服務補償中介影響

This paper conducted three experiments to examine the effects of service recovery on satisfaction, negative WOM and repatronage intentions, with the mediator of perceived sincerity. By using restaurant scenarios, Experiment 1 examined the mediating role of perceived sincerity on satisfaction, negative WOM and repatronage intentions. Experiment 2 designed two service failure conditions with two levels of severity to examine the possible mediating effect of perceived sincerity on satisfaction, negative WOM and repatronage intentions. Finally, Experiment 3 explored if fit and non-fit service recovery have different influence on satisfaction, negative WOM and repatronage intentions and the possible mediating role of perceived sincerity.