| 摘要 | 第1-7页 |
| Abstract | 第7-10页 |
| CHAPTER 1 INTRODUCTION | 第10-16页 |
| ·RESEARCH BACKGROUND | 第10-11页 |
| ·RESEARCH PURPOSE AND SIGNIFICANCE | 第11-12页 |
| ·Research Purpose | 第11页 |
| ·Research Significance | 第11-12页 |
| ·RESEARCH CONTENT AND THESIS STRUCTURE | 第12-14页 |
| ·Research Content | 第12-13页 |
| ·Thesis Structure | 第13-14页 |
| ·RESEARCH METHODS | 第14-16页 |
| CHAPTER 2 LITERATURE REVIEW | 第16-31页 |
| ·SERVICE FAILURE AND SERVICE RECOVERY | 第16-20页 |
| ·Service Failure | 第16-17页 |
| ·Service Recovery | 第17-20页 |
| ·PERCEIVED JUSTICE | 第20-25页 |
| ·Development of Fairness Theory | 第20-21页 |
| ·The Dimensions of Perceived Justice | 第21-23页 |
| ·The Application of Perceived Justice Theory in Service Recovery | 第23-25页 |
| ·CUSTOMER SATISFACTION | 第25-28页 |
| ·The Basic Concept of Customer Satisfaction | 第25-26页 |
| ·Recovery Satisfaction | 第26页 |
| ·Overall satisfaction | 第26-27页 |
| ·Research on Antecedents of Customer Satisfaction | 第27页 |
| ·Research on Consequences of Customer Satisfaction | 第27-28页 |
| ·CUSTOMER LOYALTY | 第28-31页 |
| ·The Basic Concept of Customer Loyalty | 第28-29页 |
| ·Composition and Measurement of Customer Loyalty | 第29-31页 |
| CHAPTER 3 RESEARCH DESIGN | 第31-40页 |
| ·THE RESEARCH MODEL AND HYPOTHESES | 第31-34页 |
| ·The Proposition of Theoretical Model | 第31-32页 |
| ·Theoretical Basis and Research Hypotheses | 第32-34页 |
| ·STRUCTURE AND CONTENT OF QUESTIONNAIRE | 第34页 |
| ·DEFINITION AND MEASUREMENT OF VARIABLES | 第34-37页 |
| ·Definition and Measurement of Perceived Justice | 第34-36页 |
| ·Definition and Measurement of Recovery Satisfaction | 第36页 |
| ·Definition and Measurement of Overall Satisfaction | 第36-37页 |
| ·Definition and Measurement of Customer Loyalty | 第37页 |
| ·PRE-TEST QUESTIONNAIRE | 第37-40页 |
| ·The Data Analysis Method of Pre-test | 第37-38页 |
| ·The Analvsis Results of Pre-test | 第38-40页 |
| CHAPTER 4 DATA ANALYSIS AND HYPOTHESIS TESTING | 第40-60页 |
| ·DATA COLLECTION AND SAMPLE PROFILE | 第40-42页 |
| ·Data Collection | 第40页 |
| ·Descriptive Statistics Analysis | 第40-42页 |
| ·THE RELIABILITY AND VALIDITY TEST OF QUESTIONNAIRE | 第42-51页 |
| ·The Reliability and Validity Test of Perceived Justice | 第43-46页 |
| ·The Reliability and Validity Test on Recovery Satisfaction | 第46-47页 |
| ·The Reliability and Validity Test on Overall Satisfaction | 第47-49页 |
| ·The Reliability and Validity Test on Customer Loyalty | 第49-51页 |
| ·STRUCTURAL EQUATION MODEL ANALYSIS | 第51-60页 |
| ·Structural Equation Model | 第51-53页 |
| ·Model Set | 第53-54页 |
| ·Model fit and evaluation | 第54-57页 |
| ·Model Modification | 第57-58页 |
| ·Results and Interpretations of Hypothesis Testing | 第58-60页 |
| CHAPTER 5 CONCLUSIONS AND RECOMMENDATIONS | 第60-64页 |
| ·CONCLUSIONS | 第60-61页 |
| ·MANAGEMENT IMPLICATIONS | 第61-62页 |
| ·LIMITATIONS AND FUTURE RESEARCH | 第62-64页 |
| ACKNOWLEDGEMENT | 第64-65页 |
| REFERENCES | 第65-69页 |
| APPENDIX | 第69-71页 |
