本研究目的在探討服務補救構面、知覺公平與知覺風險之間的關係，並進一步探索其內部結構的關係。吾人透過具有高信度與效度之量表，以問卷訪談方式蒐集樣本資料。結果發現，分配公平主要受到服務補救的補償與有形性的影響，程序公平主要受到服務補救的授權與回饋的影響，而互動公平主要受到服務補救的解釋與溝通的影響。再者，消費者的功能風險與財務風險主要受到分配公平的影響，社會風險與時間風險主要受到程序公平的影響，而心理風險主要受到互動公平的影響。而本研究並建議後續研究者可進一步探討其他可能影響知覺風險的服務補救資訊線索。實務上，管理者可以採用最佳化投資於攸關的服務補救構面，以提昇相對應的知覺公平，進一步降低相對應的知覺風險。最後，本研究主要貢獻在於針對六個服務補救構面、三種知覺公平、與五種知覺風險之間，提供一個新的「結構化」關係模型。

The purpose of this work was to elucidate how service recovery, perceived justice and perceived risk are related, and explored the internal composition of this relationship. Samples were collected using the questionnaire, which had been assessed the quality of our meansurement efforts by investigating reliability and validity. Distributive justice was found to be affected mainly by atonement and tangibles of service recovery, whereas processing justice was influenced by empowerment and feedback of service recovery. Howerver, interactive justice was found to be affected mainly by communication and explanation of service recovery. Furthermore, functional and financial risks found to be affected mainly by distributive justice, whereas social and temporal risks were influenced by processing justice. Finally, exactly psychology risk was affected by interactive justice. For future research, other external cues of service recovery may influence perception of perceived risks with extrinsic information should be discussed. In practice, hotel managers could hone the relevant cues and optimize investments to raise service recovery dimensions. Finally, this study provided a new shape of the “structural” relationships among six service recovery dimensions, three perceived justices and five types of perceived risks.