過去大多學者認為認知公平(包含結果公平、互動公平與程序公平)對於服務補救後的滿意度有直接影響效果，然而本研究認為互動公平與程序公平除了直接影響補救後的滿意度之外，同時也會對於結果公平產生影響，這是過去研究較少提及的。此外，本研究認為業者的補償措施以及服務失誤類型亦可能影響顧客對於結果公平之評估，並進一步使得補救後的滿意度產生變化。在服務補償措施方面，本研究以實體的補償措施與心理的補償措施兩因素作為代表；在失誤類型的構面，則以結果型失誤與程序型失誤來進行分類。
雖然以往探討服務補救後滿意度的文獻已經相當豐富，但是鑑於大多數的研究都是針對單一產業來分析，未必能一體適用到不同類型的服務業，故本研究依Lovelock (1983)的分類構面，將服務業依服務行動的本質型與服務傳遞方式進行劃分，並以實體零售業、網路零售業、實體補教業與數位學習產業作為研究對象來進行實證分析。本研究之重要結論如下：
(一)認知公平的三個構面(包括結果公平、程序公平與互動公平)，不論是在整體樣本或是在不同產業的情況下，對於服務補救後滿意度皆有顯著的正向影響。
(二)心理的補救措施與實質的補救措施，在整體樣本以及零售業之中，對於結果公平皆有顯著性的正向影響，且兩者之影響力相當。
(三)在整體樣本與個別產業中，程序公平會對結果公平有顯著影響。而互動公平只有在整體樣本、網路零售業與實體補教業中才對於結果公平有顯著的影響效果。
(四)在整體樣本、實體零售業與網路零售業中，結果型的失誤對於實質補償措施與結果公平之間存在顯著的干擾的效果。

Most of the pervious studies about satisfaction with recovery only considered that the perceived justices, including distributive justice, interactional justice and procedural justice, would have direct effects on the satisfaction with recovery. However, this study supposed that interactional justice and procedural justice not only affect the satisfaction with recovery directly but also influence distributive justice. Besides, we proposed service recovery activities and service failure types also influence the evaluation of distributive justice and thereafter change the satisfaction with recovery. This study adopted tangible recovery efforts and psychological recovery efforts as service recovery activities. As to the types of service failures, we classified them into outcome failure and procedural failure.
Although studies on this issue have been abundant in the past, but most of them only focused on a single industry. Due to the various characteristics in different types of service industries, the research findings may not be robust. Based on the classifications of Lovelock’s study (1983), this study divided the chosen service industries into four business types- online retailing, offline retailing, cram school, and e-learning, combining with the nature of the service act and the method of service delivery, we used empirical data to test all hypotheses. The major findings of this study are as follows:
(1)Perceived justices have significantly positive effects on satisfaction with recovery in the whole service industry and four specific types of business.
(2)Both tangible and psychological recovery efforts have significantly positive effects on distributive justice in the whole service industry and retailing. Besides, the influencing powers of those two factors are equal to distributive justice.
(3)Procedural justice influences distributive justice positively in the whole service industry and four specific types of business. However, interactional justice only influences distributive justice positively in the whole service industry, online retailing and cram school.
(4)Outcome failure has moderating effect on the relationship between service recovery methods and distributive justice in the whole service industry and retailing.

一、中文部份
行政院主計處編印，中華民國行業分類標準，中華民國統計月報，行政院主計處，民83年9月
行政院主計處編印，中華民國行業分類標準，中華民國統計月報，行政院主計處，民95年9月
鄭紹成(1999)，服務失誤類型之探索性研究－零售服務業顧客觀點，管理評論，17(2)25-43
吳萬益、林清河(2002)，行銷研究，初版，華泰書局
陳順宇(2005)，多變量分析，四版，華泰書局

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