公部門的服務失誤與補救 : 以台鐵為例 楊聰郎、張景旭
E-mail: [email protected]
摘 要
本研究共收集23篇台鐵顧客消費生氣的故事，由顧客在服務接觸過程產生的負面情緒，以「主觀順序事件技術」(subjective sequential incidents technique, SSIT)方法做服務失誤歷程的探索性分析。將服務失誤分為六大類型，並建構主觀服務遞送藍 圖，發現大眾運輸服務失誤的月暈效應及骨牌效應傳遞可能組成途徑，以提供研究服務補救的思考概念。
關鍵詞 : 主觀順序事件技術、主觀服務遞送藍圖、服務失誤、服務補救、月暈效應、骨牌效應 目錄
中文摘要 ．．．．．．．．．．．．．．．．．．．．． iii 英文摘要 ．．．．．．．．．．．．．．．．．．．．． iv 誌謝辭 ．．．．．．．．．．．．．．．．．．．．． v 內容目錄 ．．．．．．．．．．．．．．．．．．．．． vi 表目錄 ．．．．．．．．．．．．．．．．．．．．． viii 第一章 緒論 ．．．．．．．．．．．．．．．．．．． 1 第一節 研究背景與動機．．．．．．．．．．．． 1 第二節 研究問題與目的．．．．．．．．．．．． 3 第二章 文獻探討．．．．．．．．．．．．．．．．． 5 第一節 大眾運輸相關文獻．．．．．．．．．．． 5 第二節 服務失誤．．．．．．．．．．．．．．． 13 第三節 服務補救．．．．．．．．．．．．．．． 15 第四節 服務接觸．．．．．．．．．．．．．．． 18 第三章 研究方法．．．．．．．．．．．．．．．．． 21 第一節 研究方法的選擇．．．．．．．．．．．． 21 第二節 研究設計．．．．．．．．．．．．．．． 22 第四章 研究分析與發現．．．．．．．．．．．．．． 28 第一節 氣點的概念框架．．．．．．．．．．．． 28 第二節 情節分析與主觀服務遞送藍圖．．．．．． 30 第三節 研究發現．．．．．．．．．．．．．．． 42 第五章 結論．．．．．．．．．．．．．．．．．．． 46 第一節 文獻比較．．．．．．．．．．．．．．． 46 第二節 結論．．．．．．．．．．．．．．．．． 63 第三節 管理意涵．．．．．．．．．．．．．．． 67 第四節 研究限制．．．．．．．．．．．．．．． 69 第五節 研究建議．．．．．．．．．．．．．．． 70 參考文獻．．．．．．．．．．．．．．．．．．．．．． 71
表目錄
表 1- 1 民眾對公務人員服務品質滿意度調查．．．．．． 2 表 2- 1 大眾運輸相關研究文獻整理．．．．．．．．．． 7 表 2- 2 大眾運輸業相關研究文獻整理．．．．．．．．． 9 表 3- 1 主觀事件順序事件技術(SSIT)分析表 ．．．．． 24 表 3-2 特定階段氣點聯集表．．．．．．．．．．．．． 25 表 3-3 持定階段氣點標籤表．．．．．．．．．．．．． 26 表 3-4 特定階段氣點聯集表(定稿)．．．．．．．．．． 26 表 3-5 情節分析表．．．．．．．．．．．．．．．．． 27
表 3-6 主觀服務遞送藍圖．．．．．．．．．．．．．． 27 表 4-1 情節分析表－訂票折挫．．．．．．．．．．．． 31 表 4-2 情節分析表－自動售票．．．．．．．．．．．． 32 表 4-3 情節分析表－售票延遲．．．．．．．．．．．． 32 表 4-4 情節分析表－顧客困窘．．．．．．．．．．．． 33 表 4-5 情節分析表－購票挫折．．．．．．．．．．．． 34 表 4-6 情節分析表－剪退票挫折．．．．．．．．．．． 35 表 4-7 情節分析表－候車誤點．．．．．．．．．．．． 36 表 4-8 情節分析表－行車延遲．．．．．．．．．．．． 37 表 4-9 主觀服務遞藍圖．．．．．．．．．．．．．．． 38 表 4-10 情節氣點數分析表．．．．．．．．．．．．．． 42 表 5-1 主觀服務遞送藍圖與文獻比較表．．．．．．．． 46 表 5-2 主觀服務遞送藍圖與台鐵意向調查比較表．．．． 57 表 5-3 氣點類型歸納分析表 ．．．．．．．．．．．．． 64 表 5-4 回應不當類型歸納分析表 ．．．．．．．．．．． 65 參考文獻
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