查詢結果分析
來源資料
相關文獻
- 服務失誤嚴重性、歸因、企業形象與涉入程度對服務補救期望之影響--以臺鐵為例
- 關係屬性、歸因與涉入對服務補救期望之影響--以航空業為例
- 在地運動贊助者知覺的影響因素與效益分析--以臺灣職棒臺南區比賽為例
- 好事是否做對了? 運輸企業善因行銷策略之研究
- 公益行銷、企業形象與產品涉入對購買意願之影響--以速食業為例
- 公平基礎下之服務補救與服務失誤嚴重性對顧客關係維繫之影響--以國道長途客運為例
- 品牌策略與企業形象對消費者購買意願的影響--涉入的干擾效果
- 服務品質與服務補救期望對旅運涉入之影響:以金廈小三通為例
- 整合服務失誤前與服務失誤後觀點探討影響知覺正義下服務補救期望之因素
- 企業形象、服務補救期望與補救滿意度關係之研究
頁籤選單縮合
題 名 | 服務失誤嚴重性、歸因、企業形象與涉入程度對服務補救期望之影響--以臺鐵為例=The Effects of Service Failure Severity, Attribution, Corporate Image, and Involvement on Service Recovery Expectation: A Case of Taiwan Railways |
---|---|
作 者 | 胡凱傑; 陳暐婷; | 書刊名 | 品質學報 |
卷 期 | 22:3 2015.06[民104.06] |
頁 次 | 頁183-211 |
分類號 | 557.2 |
關鍵詞 | 服務補救期望; 失誤嚴重性; 歸因; 企業形象; 涉入; Service recovery expectation; Failure severity; Attribution; Corporate image; Involvement; |
語 文 | 中文(Chinese) |
中文摘要 | 過去對於服務補救之研究多著重於補救類型、補救後的滿意度與後續行為反應之關係,對於補救期望則較少探討。本研究之目的即在建構一補救期望模式,並探討其影響因素為何。本研究以一般民眾較常使用的鐵路運輸服務為例,針對有經歷過服務失誤經驗的旅客進行問卷調查。結果發現穩定性歸因、可控制性歸因對失誤後的滿意度和服務補救期望有顯著影響,而失誤後的滿意度對服務補救期望則有負向的影響。此外,旅客的涉入程度及其對臺鐵的企業形象認知亦會對服務補救期望產生正向影響。最後,本研究針對於管理意涵與後續研究建議提出相關討論,以提供臺鐵掌握民眾在發生失誤後對補救期望的認知,進而提供更符合民眾期待的補救措施。 |
英文摘要 | Previous studies regarding service recovery were mostly focused on the outcome generated by recovery types, the individual's satisfaction after recovery, and their behavior after the recovery. In addition, there are quite a few studies that emphasized on service recovery expectation; the purpose of the study is to construct a model that indicates what the antecedents of service recovery tend to focus on. The study was based on the Taiwan Railways, in the form of questionnaires, reliable data were collected from passengers who had experienced service failure in the past. Furthermore, the result of the research shows the stability attributions, controllability attributions, and severity are all related to post-failure satisfaction and service recovery expectation. Post-failure satisfaction also has negative influence on service recovery expectation; moreover, the effects of corporate image and involvement on the service recovery expectation are both significant, while on the other hand, the effect of service failure severity on service recovery expectation is not significant. Finally, the study proposes managerial implications and suggestions for future research. |
本系統中英文摘要資訊取自各篇刊載內容。