服務失誤之發生會造成顧客不滿意而流失顧客，若有良好的服務補救措施，將可使不滿意的顧客成為忠誠顧客，然而服務補救之措施會因不同行業而有所差異，為明確了解有效之服務補救措施，因此本研究針對金融服務業、餐飲業、零售業、醫療業不同產業進行服務失誤與相對的服務補救措施之研究。本研究主要目的是在探討服務失誤與服務補救的關聯性，研究方法採用內容分析法，以提供不同無形服務與有形產品組合程度的產業如金融服務業、醫療產業、零售業與餐飲業的消費者為研究的對象。以質性研究方法分析結果發現(1)不同產業服務失誤之種類有所差異(2)多數業者未採取適當的服務補救方式與措施(3)服務失誤發生類別有所不同、服務補救方法並無太大差異(4)顧客再惠顧行為與服務失誤、補救有關係但各產業間有所不同，本研究結果可作為企業對於服務失誤與服務補救政策執行的參考依據。

The occurrence of service failure will result to customer dissatisfaction, and loss of customers. Good service recovery will transform dissatisfied customers to become loyal customers. However, service recovery measures will vary for different industries. This study aims to conduct service failure and service recovery in financial services, food and beverage, retail, and medical industry. This study adopts a qualitative exploratory research. The result shows that (1) There are different service failure types in different industry. (2) Most of these firms do not adapt a suitable service recovery method. (3) Service recovery methods are similar even in the different service failure situation. (4) The relationships among service failure, service recovery, and customer retention are appeared, but not the same in different industry. The service provider for food and beverage and retail industry will apologies, give explanation, psychological remedy and et cetera.