服務失敗已成為企業間所不可避免之事，然而服務補救這項行為才能真正讓感到失望之顧客重新對賣家拾起信任。隨著溝通這項能力在全球越趨重要，網路語言逐漸成為線上溝通重要的橋樑之一，使得各種文字訊息溝通方式隨之興起，以符合在不同情境下不同需求的人們。在各類文字訊息管理決策之研究下，訊息的傳遞模式被發現其在面對不同環境下之價值。而服務補救之回應策略上及資訊所呈現給消費者之方式中，也逐漸發現它們潛在能夠藉以改變顧客感知之能力。本研究針對文字訊息以不同模式之傳遞進行研究，實驗其加上服務補救回應策略及資訊之呈現方式，藉由知覺公平中之分配公平、程序公平與互動公平作為衡量標準，探討彼此之間對於服務補救之效益。最後本研究結果證實，回應策略與資訊呈現方式不但各別在服務補救之結果上產生影響力，兩者的交互作用下更是能使不同情境下之決策產生相對應的結果。本研究依照實驗結果建議企業應以適應性作為主要回應策略，同時根據所採用之回應策略，調整恰當之資訊呈現方式以作搭配，以供企業在服務補救策略上之參考。透過瞭解不同文化薰陶背景下的差異，我們另外在台灣及英語系國家兩者間的區別，探究出不同文化與地域性在相同管理決策情境下之結果。

Service failure has become unavoidable among enterprises, so service recovery is essential to restore the trust of disappointed customers. As communication ability becomes much more critical in the world, Internet language has gradually become one of the bridges for online communication, which has led to the rise of various text messaging methods to meet different needs of people in different situations. Under the research of various management decisions, information delivery method has been found to be valuable in different situations. The response strategies of service recovery and the way information presented to consumers have been discovered about their potential to change customer perceptions. This research studies the transmission of text messages in different methods, and experiments with service recovery response strategies and information presentation methods. Using distributive justice, procedural justice, and interactive justice as the measurement standards, we explored the relationship between each factor and its benefit to service recovery. Finally, the results of this study confirm that response strategies and information presentation methods not only have an influence on the results of service recovery, but also the interaction between each factor can produce corresponding results due to decisions in different situations. According to our experimental results, we suggests that enterprises should take accommodative as the main response strategy, and adjust the appropriate information presentation methods for corresponding response strategies. We also explored the different results between countries and regions under the same management decision-making situation.

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