網際網路的基本建設完備與普及化，是帶動線上遊戲成為生活消費、休閒娛樂的一個重要因素。近年來，服務復原對電子商務的重要性逐漸成熟，大多數學者認同服務復原的顧客滿意度影響後續購買行為。基於以上，本文以線上遊戲產業為對象，進行服務復原的研究，發展線上遊戲產業之服務復原架構，對於服務復原屬性及服務品質和顧客滿意度之關聯進行探討，並使用線性結構方程式進行分析。研究結果顯示，「回應速度」、「主動性」此二屬性與復原時服務品質有顯著關係，且復原時服務品質會影響到顧客的滿意度。最後，本研究所發展的架構可供業者做為改善其服務復原之依據，以及後續研究之參考。

As the internet environment mature, the On-line games grow rapidly and become more and more popular. Recently, the importance of service recovery for ecommerce is emphasized by researchers. Besides, most researchers also supposed service recovery satisfaction would influence the following customer purchasing behavior. Basing on above statements, this research constructed a new service recovery model for On-line games. The result revealed that effectiveness and superiority of the new model. Furthermore, the research constructed a model of service recovery attributes, service quality, and satisfaction. This study also utilized SEM to validate the new model. The results show that response time and initiation recovery attributes significantly influence service quality and further service quality would significantly affect customer satisfaction. Finally, the managers can use this model to improve service recovery in order to enforce the firm’s competitiveness.