第五章 結論與建議
第三節 後續研究方向
本研究為國內首次導入「服務接觸品質」，因此所研究的產業為較技術較單純的保 險業，但隨著科技的發達，網路及資訊科技的介入，也會影響「服務接觸品質」的變化，
因此加入「資訊科技」的因素是未來可研究探討的建議。
而另外也可加入「自助服務科技」的因素，例如現在的ATM可以直接辦理現金卡或 信用卡，未來勢必也可以辦理保險等事務，如果能在引導介面的表示上作到「服務接觸 品質」的要求，會使得客戶的「對組織忠誠度」有所影響。
之後如果要研究其他產業的「服務接觸品質」模型，建議能重新列出了多項從企業 主及企業員工所事先認為顧客所需要的服務項目和態度等，並將這些所列出的項目再藉 由從顧客所回收的問卷做純化比對，並做好前後比對的作業，再進行後續的研究，如此 一來會有更精準的結果。
由於本研究是做企業對個人(B-to-C)的討論，而未來的趉勢會有多數人形成一個社 群來對企業提出服務要求的情形(C-to- B)，這也是可以做為後續研究的題材。
未來一次性的接觸服務會愈來愈多，如何去做好服務接觸品質是未來業者要去努力 的目標，何種的互動方式可以恰到好處，提升顧客的滿意度，達到良好的服務品質並提 高組織忠誠度，以達到組織最大的效益。
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附錄一：研究問卷
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