雖然服務補救品質相關議題在學術探討中已獲相當重視，然目前有關網路購物領域服務補救品質的研究仍不多見。為瞭解網路購物服務補救品質的效應，本研究基於期望不一致理論與公平理論，探討顧客知覺服務補救品質，如何經由顧客補救期望不一致與知覺公平，影響補救後的滿意度。

本研究對象為具有網路購物服務補救經驗的消費者，以網路問卷的方式蒐集資料，透過文獻探討針對網路購物服務補救品質、期望不一致、知覺公平以及補救後滿意度之變數建立因果關係模式，透過使用統計軟體進行敘述性統計分析、因素分析、信度分析、迴歸分析、變異數分析等方法，實證探討各構面之因果關係，並從中瞭解其管理意涵。

分析實證資料結果支持網路購物服務補救品質到補救後滿意度的正向影響關係模式。另外，網路購物服務補救品質對期望不一致也有顯著的正向影響，而網路購物服務補救品質會透過期望不一致的中介作用影響顧客的補救後滿意度。最後，補救後滿意度受到知覺公平的正向影響，對經營者而言，知覺公平是網站服務補救政策的重要關鍵因素。

Although service recovery quality issues have received considerable attentions in the literature, this topic has received only limited attention in the context of e-commerce. In this study, in order to interpret the effect of service recovery quality in online retailing(e-service recovery quality), a model of customer satisfaction with service recovery encounters has been conducted based on the concept of expectancy disconfirmation theory and perceived justice theory .

This investigation take consumers with service recovery experience of online shopping as the subjects of the study. We collect data through online questionnaire, This research base on literature review create the cause-effect model of e-service recovery quality, expectation disconfirmation, perceived justice and customer satisfaction with service recovery. Through the descriptive analysis, factor analysis, reliable analysis, regression analysis and ANOVA by the statistics software, we probe into the cause-effect relationship of each construct in the research in order to have close look to the management implication.

The results indicate that positive paths exist on the chain of e-services recovery quality and satisfaction with service recovery. On the other hand, e-service recovery quality shows a significant positive impact on customer expectation disconfirmation. We also find that e-services recovery quality would mediate satisfaction with service recovery through the customer expectation disconfirmation. Finally, consumer satisfaction with service recovery is found to be positively affected by perceived justice. For managers, perceived justice is the key factor essential to the success of the service recovery policies of the websites.

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