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題 名 | 服務經濟轉型下的「重要事件技術」爭議與對策:「主觀順序事件技術」之提出=The Disputes and Solution on the "Critical Incidents Technique" and the "Subjective Sequential Incidents Technique" Provided under the Transformation of Service Economy |
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作 者 | 張景旭; 張馨華; | 書刊名 | 關係管理研究 |
卷 期 | 3 民95.06 |
頁 次 | 頁49-76 |
分類號 | 496.7 |
關鍵詞 | 關鍵事件技術; 服務疏失與補救; 評判者間信度; 受試者導向; 主觀事件技術; Critical incidents technique; Service failure and recovery; Interjudg reliability; Respondent's perspective; Subjective sequential incidents technique; |
語 文 | 中文(Chinese) |
中文摘要 | 本論文將按以下順序,對CIT方法在服務管理領域的限制、以及可能的解決方案,進行系統性地討論。首先,我們對傳統CIT的方法學基本主張與操作模式,做一簡要說明。第二,我們將逐一討論,CIT方法在服務管理領域所涉及的各項爭議。第三,我們將以隨機分派的方式,把「重要事件提供者」分成兩組。兩組將在資料收集時,使用不同的作業程序。我們的研究團隊,將親自演練CIT方法,並且在演練過程中,以內省方式把各項「操作困擾」及「對應策略」,記錄下來。我們將對CIT的若干方法學爭議,進行驗證。最後,我們認為:為了因應顧客所提供的主觀經驗資料,嘗試提出一種整理這種資料的輔助分析方法,稱之為「主觀事件技術」(Subjective Sequential Incidents Technique, SSIT)。 |
英文摘要 | This study will discuss systematically in following order for the restriction and possible solution of the CIT method in service-management. First of all, we will roughly describe methodological concept and operation mode for the traditional CIT, and brief illustrate above. Second, we will step by step to review every disputes of the CIT method used in service-management studies. Third, we will divide “the critical incident providers” into two groups by way of assigning at random. The two groups will use different operative procedure to collect the data of service failure from the respondents. Our research groups will carry on the exercise of the CIT method in person, and record every operational problem and solve tactics. Then we will use the introspective method to test and verify the dispute of the CIT methodology on the exercise. Finally, in order to solve the subjective experience materials that customer offer, we try to propose an auxiliary analytical method that can arrange the materials named Subjective Sequential Incidents Technique, SSIT. |
本系統中英文摘要資訊取自各篇刊載內容。