An empirical study of the service failure and service recovery – A perspective of educational service quality

Abstract

Social service items are increasing with social demands so that various social welfare institutions are rapidly developing. In the educational environment, the teacher is the service provider and the student is the role of the consumer. Such interaction has perceived service quality become more complicated. This is therefore the research point in this study. Taking the international students in Huaqiao university of China as the research subject, the employees and customers are sampled for the questionnaire survey. Total 600 copies of questionnaires are distributed, and 467 valid copies are retrieved, with the retrieval rate 78%. The results are concluded that 1.service recovery would affect service failure, 2.service recovery would influence relationship quality, 3.service failure would affect relationship quality, and 4.service recovery would interfere in the effects of service failure on relationship quality. This study expects to satisfy customers and retain customers by recovering service failure and to provide reference for non-profit organizations.