第五章 結論與建議
5.2 建議
5.2.2 對後續研究之建議
由於本研究為初次探討延遲原因資訊與服務補救對歸因可控制性與顧客反 應之影響，並嘗試建構一個觀念性架構，研究結果雖符合預期結果，但仍有不足 之處，故提出以下幾點讓後續研究者能夠繼續努力的研究建議：
1. 本研究以台鐵為研究對象，探討出服務補救並無干擾效果，但過去文獻 中有直接效果也有些是干擾效果，建議未來研究可持續探討此關係是否 存在，並可探討其他產業中服務補救對於顧客反應是直接或是調節作 用。
2. 本研究從情境分群分析可看出，無論提供何種補償方式，提供可控制延 遲原因資訊下的顧客反應都是最低的，但這是否意味著業者可以只給不 可控制之原因資訊、而不給可控制之原因資訊，仍有待商榷。當旅客發 現業者僅給予對其有利的資訊(不可控)時，是否會反而認為業者是不誠 實、有所隱瞞的，甚至導致不信任業者給的所有資訊，而這樣的不信任 是否會導致旅客更為不滿意的反應，這仍有待後續研究的確認。因此，
本研究建議後續研究可針對信任、或誠實原則之觀點，繼續探討業者在 提供延遲原因資訊之管理作為，對旅客的各種反應結果為何。
3. 本研究針對台鐵在歸因理論部分主要探討歸因可控制性，並未針對歸屬 與歸因穩定性加以探討，但事實上歸因歸屬與歸因穩定性在過去的文獻 中有相當多的探討但於本研究不適用，因此建議未來可針對不同的運輸 產業加以探討。
4. 過去關於服務補救之研究，多在探討補救措施對服務評估或二次滿意度 顧客反應之影響，也有部份研究會從公平理論的角度來評估服務補救措 施。本研究已探討服務補救對台鐵旅客之顧客反應的影響，建議未來可 再深入探究顧客的認知公平（如：結果公平、互動公平、及程序公平）
對延遲狀況下旅客服務評估的影響為何，以助於建立更完整之顧客抱怨 與補救機制。
5. 本研究中的服務補救措施分成無補償、心理補償、實質補償。然而，更 細分來看，心理補償主要是給予顧客心理上的關懷、安慰和誠懇的道
歉，而實質補償則是金錢方面的賠償，不同細項的補償措施對於旅客而 言是否有不同的感受與需求，因此，建議後續研究可針對所研究之產業 細分補救項目或是採用其他的補償分類方式，探討顧客對於細部補救措 施的反應。
6. 本次研究之顧客反應包含顧客滿意度、再購意願與口碑傳遞，共計三 題，在實驗設計的分析上係將三題所得量化數值加總平均進行分析，並 沒有特別針對三者個別結果進行檢定與額外的分析，由於本研究已得到 相關驗證結果，建議後續研究可依據本研究之基本理論建構一因果模 式，並將顧客滿意度、再購意願與口碑傳遞視為獨立的構面變數並進行 因果模式的驗證。
7. 本次實驗設計的調查是採用實地訪查，建議未來研究實驗設計的進行方 式，可以採用室內實驗設計的方法。
8. 本研究實驗設計，情境模擬設計的部份，以小客車違規，誤闖平交道而 發生意外事故，當作是不可控的延遲原因資訊；以列車行駛系統故障，
當作是可控的延遲原因資訊，但事實上發生延遲的原因有很多，不同細 項的延遲原因對於旅客而言是否會有不同的歸因可控制性認知，建議未 來研究可針對不同的延遲原因模擬情境來加以探討。
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附錄一 台鐵晚點補償制度
甲、歸責於旅客事由自行改乘變更乘車者。
乙、非對號列車或票面未指定乘車車次之各級對號列車乘車票。惟旅客如提 出聲明確係搭乘該晚點列車，經列車長或值班站長確認簽證後，依本要 點賠償之。
丙、未經起程站購票乘車，而於列車上補票或到站補票之旅客。但確係於車 上補票乘車後始發生晚點情形達晚點賠償標準經列車長或值班站長確 認簽證後，依本要點賠償之。
丁、天然災害等不可抗力因素所致者。
戊、非歸責於本局事由之晚點。