本研究問題是探討服務補救方式(methods of service recovery)、補救後顧客滿意度(satisfaction on service recovery)與消費者內外控人格特質(internal-external locus of control)之關係，經由間接文獻之引用及邏輯之推理，發現三者之關係有必要進一步釐清。
本研究是透過網路問卷及實體問卷的方式，以近一年內曾在國內進行餐飲消費時，遭受服務失誤經驗之消費者為對象，針對中國文化大學及中國文化大學推廣教育部之學生、親朋好友為發放對象。此樣本涵蓋一般正職學生及在職學生與一般社會人士，幫忙填寫。總共寄發了400份問卷，共回收363份，去除無效問卷沒填寫完成者33，總共有效問卷為330份，回收率為90.75%。
結果本研究發現，心理補救方式(Psychological methods of service recovery)與與補救後顧客滿意度呈現正相關，有形補救方式(Tangible methods of service recovery)與補救後顧客滿意度呈現正相關，心理補救方式與內控人格特質之交互效果大於有形補救方式與內控人格特質之交互效果。而有關干擾變項，內控人格特質顯著干擾有形補救方式與補救後顧客滿意度之關係，干擾效果為正相關。內控人格特質顯著干擾心理補救方式與補救後顧客滿意度之關係，干擾效果為負相關，與本研究之假設方向正好相法，未獲得支持，當顧客人格特質愈偏向內控時，採取心理補救方式，補救後顧客滿意度愈低。
The subject matter of this research is an investigation into the relationship among “methods of service recovery “ , “customer’s satisfaction at service recovery “ and “ customer’s internal-external locus of control “ , referring to the indirect exemplum through deductive logic . It is found that the relationship must be distinguished further more.
This research is based on the network poll and typical paper poll within this year, canvassing customers’ experience on the mismanagement of service when they are dineing out, especially the students of Chinese Culture University and School of Continue Education. I have delivered 400 questionnaires and received 363 in return. Deducting 33 blank to no effect , I have got 330 questionnaire answered with effect . The recovery rate is 90.75%.
As a result of this research , it is found that “Psychological methods of service recovery” and “ Customer satisfaction at service recovery “ is to have a positive relationship , and “ Tangible methods of service recovery “ and “ Customer satisfaction at service recovery “ is also to have a positive relationship . The cross-effect on “Psychological methods and internal locus of control “ is greater than the cross-effect on Tangible methods and internal locus of control” . As to the changing modereating factors , obviously the internal locus of control modereates the relationship between tangible methods of service recovery and customer’s satisfaction at service recovery . And the modereating effect is positively related . The internal locus of control obviously moderates the relationship between Psychological methods of service recovery and customer satisfaction at service recovery , but the moderating effect is negatively related. It is opposed to the conjecture of this research .Therefore it is objected and not supported.
The conclusion is that when applying the Psychological recovery methods , the more the customer’s personality characteristic is internally controlled , the less the customer is satisfied with the service recovery.
