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題名 | 行動電話服務業服務失誤與補救之研究=A Study of Service Failure and Service Recovery in Mobile Phone Services |
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作者 | 廖森貴; 施柏均; Liao, Sen-kuei; Shi, Borjiun; |
期刊 | 臺北科技大學學報 |
出版日期 | 20010300 |
卷期 | 34:1 2001.03[民90.03] |
頁次 | 頁189-205 |
分類號 | 448.84 |
語文 | chi |
關鍵詞 | 服務失誤; 服務補救; 重要事件技術; Service failure; Service recovery; Critical incident technique; |
中文摘要 | 企業在服務傳遞的過程中,一旦產生失誤,如何補救,以使顧客滿意,並增加買意願,是企業經營的重要課題。少有文章以定性分析探討服務失誤和補救的内容,並分析其間的關係,此乃引發本研究之動機。本研究以北部地區行動電話服務業者為研究對象,本研究之目的如下: 1.探討顧客使用行動電話遭遇到的服務失誤?並進行分類。 2.探討顧客使用行動電話遭遇服務失誤時,業者所採取的補救措施為何?並進行分類。 3.探討服務失誤和服務補救之關係。 研究步驟共分兩個階段,第一階段以重要事件技術(CIT)的方法歸納服務失誤與服務補救之分類,研究結果由229份重要失誤事件分為三大類九細項服務失誤内容,和由189份重要補救事件分為五個項目的服務補救内容;服務失誤與服務補救之分類項目,作為第二階段問卷的衡量項目。第二階段以因素分析分析問卷,並利用相關分析探討服務失誤和服務補救之關係,研究結果發現:客服系統失誤可採取實質補救行為與公司保證加以補救。 |
英文摘要 | It is important to retain customer satisfaction in mobile phone services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Therefore, service failure and service recovery have become an important and challenging issues for companies. The study is intended to finde out customers' response to service failure and service recovery. It has three aims: 1. To probe into critical service failure events. 2. To probe into critical service recovery events. 3. To examine the relationships between service failure and service recovery. The study has two stages: The first one is to probe into service failure and service recovery by using CTT in mobile phone service. The research categorizes 229 critical service failures incidents into 3 main groups and 9 items and 189 critical services recovery incidents into 5 items. The second one is to use factor analysis and correlation analysis to examine service failures and service recovery. The result shows that the failure of customer service system has positive influence on service recovery. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。