因應行動裝置以及4G建設普及化，行動商務產業正快速成長，且未來將會持續成長。過去關於行動商務的研究主要在於理論、技術接受以及法務相關等議題 (Varnali & Toker, 2010)，關於行動商務中的服務失誤及服務補償則較少有著墨。但是，因應服務流程的複雜性，服務失誤是無法不發生的 (Maxham, 2001)。在服務失誤發生後，成功的服務補償將可留住客戶，甚至進一步提升客戶滿意程度。在行動商務仍蓬勃成長且許多人逐漸接納這個科技的同時，當服務失誤發生時，應如何妥善處理以提升客戶的滿意程度？
此研究使用關鍵事件法 (CIT) 以及實驗法來探討行動商務中服務失誤、服務補償策略、知覺公平以及補救後滿意度的關係。此研究證實在不同種類的服務失誤下，不同的補償策略會影響客戶的滿意程度。另外，知覺公平會受到服務失誤種類、服務失誤程度、以及服務補償策略的影響，進而影響補救後滿意度。

Mobile commerce is a fast-growing industry and is expected to grow continuously thanks to the wide acceptance of mobile phones and the 4G infrastructure which is becoming commonly available worldwide. Previous research on m-commerce majorly lies on theory, technology acceptance and legal issues (Varnali & Toker, 2010), the topic of service failure and recovery in m-commerce has not yet been covered. However, service failure is inevitable as service process is very complicating (Maxham, 2001), but successful service recovery can retain customers. Especially when m-commerce is still growing and many people have just started to accept this technology, even when service failure is to occur, how can it be solved properly in order to increase customer’s satisfaction level?
This research has adopted Critical Incident Technique (CIT) and Experimental Study to discover the relationship between service failure, service recovery strategy, perceived justice and post-recovery satisfaction in the context of mobile commerce. Through this study, it has been proven that for different types of service failure, the effect of satisfaction level would differ for different recovery strategy. Moreover, perceived justice would be affected by the service failure typology, magnitude and service recovery strategy, and would affect post-recovery satisfaction.

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