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題 名 | Human Error and Customer Service--In Travel Agent Services=人為失誤與顧客服務:以旅遊代理服務為例 |
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作 者 | 陳安哲; | 書刊名 | 明志技術學院學報 |
卷 期 | 33 2001.06[民90.06] |
頁 次 | 頁151-157 |
分類號 | 496.7 |
關鍵詞 | 人為失誤; 顧客服務; 服務品質; Human error; Customer service; Service quality; |
語 文 | 英文(English) |
中文摘要 | 顧客服務作業已成為服務業甚至製造產業中不可忽視的一環。由於其與顧客互動 的作業特性,顧客服務作業的改善以人為失誤分析較為適宜。二十位旅遊代理業之專業服務 人員透過面談的方式提出其曾遭遇到的人為失誤案例。經由分析這些人為失誤案例,相關的 主顯性失誤型態( active error pattern )以及潛在性失誤型態( latent error pattern )於是產生。其中,主顯性失誤型態包括兩主要類型(資訊失誤及程序失誤)以及 七項分項。而潛在性失誤型態亦分成三大主要類型。這些潛在性失誤型態更與主顯性失誤型 態互相連結對照,以對相關的失誤降低機制及服務品質的改善方向提供更深的了解。 |
英文摘要 | Customer service has become a crucial function in both service and manufacturing sectors. Because of its interactive nature, customer service functions are preferably investigated through the human errors involved. Twenty professional travel agents were interviewed to report their error experiences in this particular customer service domain. These error incidents reported were then analyzed for the patterns of active errors and latent errors associated. The active error pattern generated in our study consists of two major categories - information failure and process failure - and seven sub-categories in total. In addition, latent error pattern with three major categories - poor communication practice, inadequate technical aspects, poor quality practice - were also generated in parallel. These latent error categories are further mapped with the associated active errors for an in-depth understanding in the error reduction mechanisms in travel agent services. The implications in quality improvement and system re-design are briefly discussed. |
本系統中英文摘要資訊取自各篇刊載內容。