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The Study of Service Failure and Service Recovery to the Management of the Sells the Field Service — A Case Study of th 歐陽世玫、張景旭

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The Study of Service Failure and Service Recovery to the Management of the Sells the Field Service — A Case Study of th

歐陽世玫、張景旭

E-mail: 9315887@mail.dyu.edu.tw

ABSTRACT

This research is based on depth interview and in the perspective of the service attendants, discussing effective amending methods and studying the market service attendants. Expect to discovery whole new concepts of service management. Service Industries are the major economics in the modern society. Without customers, none of the industries can survive. Whether the services offered can satisfy the guests rely on the attendants. In the past, the researchers mainly discussed the customer service, the service amending, on the perspective of the customers. Nevertheless, it is the cooperation among the staff that can solve all the service problems. Along this line, the role of the attendants is even more significant. How to serve and satisfy the customers and what needs and managements should receive attention from the attendants are worthy our discussion. The study reports that the main problems to the service attendants are: 1. The misbehavior and improper language from the customers hurt the ego of the service attendants. 2. Customers ask for extra discount. 3. Customers raise their voice and influence the others. 4. Customers keep complaining. 5. Customers ask for changing or refunding products. 6. Customers are unreasonable. 7. Customers unreasonably request and reply. 8. Attendants are misunderstood when being too passionate. 9. Attendants treat unusual situation in a usual treat. 10. Different understanding and information backgrounds exist between the service attendants and customers. Practical suggestion is that the manager of the attendants should offer the attendants proper backup in the right time in order to promote the service quality and satisfy the customers.

Keywords : Service Failure ; Service Recovery ; Exploratory Research Table of Contents

目錄 封面內頁 簽名頁 授權書………...iii 中文摘要………

………v 英文摘要………...vi 誌謝………

……….viii 目錄………x 圖目錄……

………..xiii 表目錄………xiv 第 一章 緒論 第一節 研究背景與動機…………..………1 第二節 研究目的………..………

…………6 第二章 文獻探討 第一節 服務失誤………..………8 一、 服務失誤定義………

………8 二、 服務失誤類型………..………10 三、 服務提供者之服務失誤相關研究…

……..…………22 四、 小結………..………31 第二節 服務補救………

………31 一、 服務補救定義………..………32 二、 服務補救類型………..………

……33 三、 服務補救階段………..…………37 四、 服務提供者之服務補救相關研究………..…………40 五、 小結………..………46 第三章 研究方法 第一節 研究工具………

………48 一、 索性研究………..………48 二、 質性研究…………..………

……50 三、 深度訪談…………..………54 第二節 研究流程………

…56 第三節 研究設計………59 一、 研究前分析架構………..………

…59 二、 研究問題……….…….………65 三、 研究對象………..………66 四

、 訪談程序與訪談問題的設計……..………67 五、 資料分析方法………..………69 第四章 研 究結果 第一節 常見離譜事件問題分析………...………71 第二節 研究後架構………...……

……93 第三節 研究分析內容之探討………..………117 第四節 綜合探討……….………

…134 第五章 結論與建議 第一節 結論………..………139 第二節 管理意涵………

…………..………146 第三節 建議………..………150 參考文獻………

………151 圖目錄 圖2-1 服務失誤的來源與分類…...………14 圖2-2 零售業之服 務失誤…………...………18 圖2-3 服務接觸、服務提供者績效及顧客滿意……….………24 圖2-4 PZB服務品質模式……….…………26 圖2-5 PZB服務品質擴展模式……….…………27 圖2-6 服務補救四階段………...…………38 圖2-7 服務補救階段架構………..….…

………39 圖2-8 服務失誤補救模式………..…….………41 圖2-9 顧客抱怨資訊流………

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…..……….………43 圖3-1 質性研究方法之研究流程圖………..…….………53 圖3-2 研究流程圖………

………...………58 表目錄 表1-1 我國產業結構及就業結構……….………2 表2-1 服務失誤相 關研究整理………...………28 表2-2 服務補救相關研究整理………...………44 表3-1 研 究前分析架構………...………65 表4-1研究後分析架構………

…94 表4-2消費者與服務人員比較表………..…………128 表4-3管理者與服務人員比較表………

…..………133 REFERENCES

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