Identifying failure recovery strategies for paper industrial suppliers |
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| Authors: | Wann-Yih Wu Ya-Chung Hou Chen-Su Fu Chi-Ya Chang |
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| Institution: | 1. Department of International Trade, Chinese Culture University, No. 55 Hwa-Kang Road, Yang-Ming-San, Taipei 11114, Taiwan;2. Department of Business Administration, National Cheng Kung University, No. 1 University Road, Tainan 701, Taiwan;3. Institute of International Management, National Cheng Kung University, No. 1 University Road, Tainan 701, Taiwan |
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| Abstract: | Most failure recovery studies focus on the service industry, with few examining manufacturing. This study thus discusses how a manufacturing company implements failure recovery to increase customer satisfaction and repurchase intention. The aims of this study are two-fold: 1) to understand how failure attributions and failure types affect customer satisfaction, and 2) to propose a general model of failure recovery and compensation strategy for paper manufacturers that can be incorporated into their standard operating procedures. |
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| Keywords: | Compensation Customer satisfaction Failure recovery |
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