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題名 | 以實習生觀點探討星級旅館與渡假山莊服務失誤與補救之類型與差異=Exploring Categories and Differences of Service Failure and Recovery between Hotel and Villa from the Perspective of Intern Students |
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作者姓名(中文) | 朱永蕙; 吳明哲; | 書刊名 | 島嶼觀光研究 |
卷期 | 9:1 2016.03[民105.03] |
頁次 | 頁19-39 |
分類號 | 489.2 |
關鍵詞 | 服務失誤; 服務補救; 實習生; 關鍵事件技術法; Service failure; Service recovery; Internship student; Critical incident technique; |
語文 | 中文(Chinese) |
中文摘要 | 實習生常為服務業第一線服務人員,其表現往往決定了顧客對於服務品質的第一印象。星級旅館與渡假山莊服務失誤與補救的類別差異性,對於實習生選擇實習單位,實習前的校內課程,以及實習時的業界訓練,應具有實務意涵。故本研究目的:一、探討星級旅館與渡假山莊服務失誤類型,二、探討星級旅館與渡假山莊服務補救類型,三、比較星級旅館與渡假山莊服務失誤之差異,以及四、比較星級旅館與渡假山莊服務補救之差異。本研究以關鍵事件技術法(CriticalIncident Technique)並結合NVivo 8質性分析軟體進行資料收集與分析,信度採編碼者間信度,效度則採三角檢驗法。研究結果發現服務失誤可分為五大類型19細項,星級旅館與渡假山莊最主要服務失誤類型皆為「員工對服務傳遞系統失誤的回應」,各佔42%與46%。所有的服務失誤細項中,星級旅館的服務失誤排序前三名細項為「員工技能不足」、「設施設備不良」、「品質不良」約佔50%;渡假山莊的服務失誤排序前三名細項為「員工技能不足」、「無敬業態度」、「員工知識不足」約佔45%。服務補救類型方面,星級旅館前三名類型依序為「更正錯誤」、「額外補償」、「只有口頭說明」約佔80%;渡假山莊前三名類型依序為「更正錯誤」、「不做處理」、「額外補償」約佔70%。 |
英文摘要 | Internship student always be the front line staff. Guest first impression in term of service is often made by internship students’ performance. Differences between hotel and villa in terms of the types of service failure and recovery may affect students for choosing intern site, and campus courses before intern as well as industry on job training program.Therefore, purposes of this study are as following: 1.To explore service failure of hotel and villa. 2. To explore service recovery of hotel and villa. 3. To compare differences of service failure between hotel and villa. 4. To compare differences service recovery between hotel and villa. This study applied CIT and NVivo 8 to collect and analyze data. Reliability was checked by inter-coder reliability and validity was checked by triangulation. Results shown that service failures were classified into five categories with 19 items. The main category of service failure was named "Employee Failure to Response of Service Delivery" for both hotel and villa with 42% and 45%, respectively. Top three service failure items were "employee lack of skill," "defect of facilities or equipment," and "low quality" with 50% for hotel; and top three service failure were "employee lack of skill," "lack of attitude," and "employee lack of knowledge" with 45% for villa, In term of service recovery, top three for hotel were categorized by "Fix Problem," "Complementary," and "Explanation Only" with 80%; top three for villa were categorized by "Fix Problem," "Do Nothing," and "Complimentary" with 70%. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。