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Transactions: WSEAS TRANSACTIONS ON BUSINESS AND ECONOMICS
Transactions ID Number: 42-560
Full Name: Wen-Bao Lin
Position: Professor
Age: ON
Sex: Male
Address: No.116, Heping 1st Rd., Lingya District, Kaohsiung City, Taiwan.
Country: TAIWAN
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E-mail address: e2667@ms23.hinet.net
Other E-mails: t3285@nknucc.nknu.edu.tw
Title of the Paper: comparison of emphasis on dervice Remedies, service guarantees and negative messages from word of mouth for public enterprises and private companies
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Number of paper pages: 18
Abstract: Considering the changes of business environments and the scenario of service failures, this paper aims to examine whether there are any differences in service remedies between public enterprises and private companies after service failures, as well as to compare their willingness to adopt different types of service guarantees. It also compares the attitudes in handling negative messages between public and private profit-seeking organizations. This paper conducts a questionnaire survey on the private wholesale and retail businesses and all the state-owned enterprises in the service industry in Taiwan. The respondents are mainly middle managers and senior executives. The empirical study indicates that compared to state-owned enterprise, private companies tend to actively compensate for their service failures from the perspective of the after-purchase behavior after service failures. Private companies tend to prefer single or multiple guarantees. Compared to state-own!
ed enterprises, private companies pay more attention to the negative messages of word of mouth after service failures.
Keywords: Service failures; Service guarantees; Word of mouth; State-owned enterprise ; Negative messages
EXTENSION of the file: .doc
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