醫療業服務失誤與服務補救:顧客經驗管理趨向之研究 沈國琛、張景旭
E-mail: [email protected]
摘 要
本研究藉由醫療業有關急診或緊急事件服務失誤的案例，以顧客經驗管理取向，建構醫療業主觀服務遞送藍圖，及其管理 意涵，而且將主觀遞送藍圖與傳統文獻所提的客觀遞送藍圖做比較。 從十四個故事案例中，運用主觀順序事件技術分 析(Subjective Sequential Incidents Technique, SSIT)後，發現負面顧客經驗可區分11個階段，86個氣點，這些負面情緒經驗，
經歸納計有 「隱性氣點」、「引發事件氣點」、「回應不當氣點」、「戲劇論氣點」、「補救氣點」、「連結氣點」、「
提醒性氣點」。 經將主觀服務遞送藍圖與傳統文獻客觀遞送藍圖比較結果，前者在藍圖中發現顧客的深層經驗，而傳統文 獻著重在作業流程，工作項目的檢查或清單，故本研究可提供管理者另類服務藍圖作為管理之參考。
關鍵詞 : 服務失誤 ; 服務補救 ; 顧客經驗管理
目錄
內容目錄 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 研究動機及背景．．．．．．．．．．．． 1 第二節 研究目的．．．．．．
．．．．．．．．． 3 第二章 文獻探討．．．．．．．．．．．．．．．．． 5 第一節 服務失誤．．．．．
．．．．．．．．．． 5 第二節 服務補救．．．．．．．．．．．．．．． 12 第三節 顧客經驗管理．
．．．．．．．．．．．． 15 第四節 關鍵事件分析法．．．．．．．．．．．． 19 第五節 關鍵時刻、
服務藍圖．．．．．．．．．． 20 第六節 劇場理論．．．．．．．．．．．．．．． 23 第三章 研究方法．
．．．．．．．．．．．．．．．． 26 第一節 研究設計．．．．．．．．．．．．．．． 26 第二節 研 究對象．．．．．．．．．．．．．．． 26 第三節 步驟分析．．．．．．．．．．．．．．． 27 第四節 SSIT分析原則．．．．．．．．．．．．． 30 第四章 研究分析與發現．．．．．．．．．．．．．． 32 第一 節 顧客負面情緒的分類框架．．．．．．．． 32 第二節 醫療業之主觀服務遞送藍圖．．．．．．． 34 第三節 醫療業主觀服務遞送藍圖與一般傳統研究所 得的遞送藍圖比較．．．．．．．．．．． 47 第五章 結論與 建議．．．．．．．．．．．．．．．． 55 第一節 結論．．．．．．．．．．．．．．．．． 55 第二節 管理意涵．．．．．．．．．．．．．．． 56 第三節 研究限制．．．．．．．．．．．．．．． 57 第四 節 對後續研究者建議．．．．．．．．．．． 58 參考文獻 ．．．．．．．．．．．．．．．．．．．．． 59 附 錄A 醫療業SSIT表格 ．．．．．．．．．．．．．． 71 附錄B 本研究醫療業聯集表．．．．．．．．．．．．
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