企業形象對服務業乃是相當重要的，它不但可以決定顧客對服務的評價，也是服務品質、顧客滿意度與顧客忠誠度的重要影響因素。因此就服務業而言，有形的服務補救方式及心理的服務補救方式是否會對補救後顧客滿意度產生影響，企業形象之優劣與否，是否會干擾服務補救方式及補救後顧客滿意度。為本研究的研究目的。
本研究以問卷調查法採便利抽樣，以中國文化大學及中國文化大學推廣教育部之學生為對象發放實體問卷，總共發出400份，回收363份，有效樣本330份。經相關分析發現，有形的服務補救方式與補救後顧客滿意度成顯著正相關；心理的服務補救方式與補救後顧客滿意度成顯著正相關。
本研究進一步以複迴歸分析結果發現，有形的服務補救方式與補救後顧客滿意度成顯著正相關；心理的服務補救方式與補救後顧客滿意度成顯著正相關。但企業形象與有形的服務補救方式、心理的服務補救方式及補救後顧客滿意度沒有顯著關係，故本研究的假設並未獲得支持。
The corporate image is quite important to the service industry. It not only affects customers evaluation about the service received, but is also the important influential factor for serving quality, customer satisfaction and customers loyalty. Will tangible methods of service recovery and psychology methods s of service recovery exert an influence on the satisfaction on service recovery? Does the quality of corporate image interfere with the Methods Of Service Recovery and Satisfaction On Service Recovery? The purpose of this research is to find answers to the above questions.
This research adopts method of the Convenience sampling questionnaire with students at Chinese Cultural University and School Of Continuing Education at Chinese Culture University. 400 questionnaires were sent out and 363 were retrieved with 330 effective samples. The analysis shows that both tangible methods of service recovery and psychology methods of service recovery are positively correlated with Satisfaction On Service Recovery at a noticeable degree.
In addition, the result of the multiple-regression-analysis shows that a noticeable positive correlations are found between tangible methods of service recovery and Satisfaction On Service Recovery and between psychology methods of service recovery and Satisfaction On Service Recovery. However, there is no noticeable correlation found between corporate image and both tangible and psychology methods of service recovery as well as with the Satisfaction On Service Recovery. The assumption of this research has not been supported.
