企業為了提高競爭優勢，藉由資訊系統整體作為統籌內部運作流程之工具，其中資訊服務在資訊系統執行過程扮演著企業營運的重要角色，因此軟體業者的服務品質日趨重要。在服務品質中，服務補救矛盾與雙重偏差是個特殊現象，所謂服務補救矛盾是指顧客經過失誤與好的補救後，其補救後滿意度高於最初滿意度；雙重偏差是指顧客經過失誤與不好的補救後，其補救後滿意度低於最初滿意度。另外，不同服務失誤給予不同服務補救，其中造成的公平認知程度會影響補救後滿意度。因此，本研究一併討論服務失誤與服務補救對滿意度之干擾效果。本研究方法為個案探討，針對四家公司做個案訪談。訪談結果發現: (1)在最初滿意度與失誤後的滿意度方面，軟體使用者對業者的回應速度、態度及專業能力的失誤後滿意度部分低於最初滿意度。(2)在失誤後滿意度與補救後滿意度方面，軟體使用者對業者的回應速度、態度之補救後滿意度部分高於失誤後滿意度，但對專業能力之補救後滿意度低於失誤後滿意度。(3)在服務補救矛盾與雙重偏差方面，軟體使用者沒有受到很好的補救，卻遇到不好的補救，使其補救後滿意度低於最初滿意度，故沒有服務補救矛盾，而有雙重偏差。(4)在服務補救與知覺公平方面，軟體業者的服務補救好，軟體使用者的知覺公平性高。(5)在知覺公平與補救後滿意度方面，軟體使用者的知覺公平性高，補救後滿意度高。(6)在服務失誤之干擾效果方面，軟體業者的結果失誤比過程失誤干擾高。(7)在服務補救之干擾效果方面，軟體業者的實質補救比心裡補救干擾高。綜合上述，本研究建議軟體業者應提升員工的專業知識及技術能力，定期進行員工訓練。了解產業的特殊性，充分與軟體使用者協調溝通，對不同產業的軟體使用者，提供差異化服務，符合軟體使用者需求。透過不同的通訊軟體，立即、迅速地回覆及解決軟體使用者的問題，提高軟體使用者滿意度。在服務過程中，軟體業者的主管適時地協助有助於服務品質的提升。最後，軟體使用者的高階主管態度，由上而下全面支持軟體系統，有益於軟體系統導入成功。

Information Technology (IT) plays an important role on business and the Service Quality of software companies is getting important. Service Recovery Paradox and Double Deviation are special phenomena and discussion on information service is not much. This study was aimed to use Service Failure and Service Recovery to explore Service Recovery Paradox and Double Deviation in software companies. The case study was used in this study and four different companies worked with the same software companies. The empirical research results were stated as follows. (1) Post-failure Satisfaction of speed of response, attitude and professional ability was partially lower than Initial Satisfaction. (2) Post-recovery Satisfaction of speed of response, attitude and professional ability was partially higher than Post-failure satisfaction. (3) Service Recovery Paradox was disagreed and Double Deviation was partially agreed. (4) Outcome Failure was moderated higher than Process Failure. (5) Tangible Recovery was moderated higher than Psychological Recovery. (6) Service Recovery had high effects on Perceived Justices. (7) Perceived Justices had high effects on Post-recovery Satisfaction. This study suggested that a software company regularly provided training to enhance professional ability of employees, understood the unique of industries to provide differentiated service and customized product, and immediately responded and solved user problems. In the service process, assistance provided by the executives of a software company was conducive to increase service quality. The attitude of senior executives of software users had influence on systems implementation.

一、中文部分:
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