Taiwan has had the reputation of “Kingdom of Fastener” for decades. Its export amount is growing significantly every year. With the technology maturing and with many competitors in the field, the market selling concept has changed from a transaction market to a relationship market. In addition, when the market is more competitive and a few new customers enter this market, the suppliers must turn their attention to customer retention, especially after customer complaints.
The purpose of this study is to explore the relationship between Service Recovery Efforts, Relationship Quality and Behaviours on Post-customer Complaints, and then point out if Relationship Quality has a mediating effect between Service Recovery Efforts and Behaviours on Post-customer Complaints in Fastener Industry. Cross table analysis, Factor and Reliability analysis, Pearson Correlation, and regression analysis are used to perform the statistical analysis for the survey data. The analysis results indicate that Recovery Efforts and Relationship Quality have significant impacts in “Repurchase Intention,” “WOM Intention” and “Price Tolerance.” Moreover, “Satisfaction & Trust” and “Commitment” have mediating effects on “Repurchase Intention”; while only “Satisfaction & Trust” has mediating effects on “WOM Intention” and “Price Tolerance.”

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