Service Failure and Service Recovery in Hairdressing Service-Orientation with the Customer Experience Management
蔣禮倫、張景旭
E-mail: [email protected]
ABSTRACT
Rcently，hairdressing service has been the most popular industry because of better customer experience，3C communication technology and fashion approach . All of them care about brand images and service quality to reduce the service failure to provide the best service quality and relationship between service pro-vider and customer whatever small hairdressing studio or chain system.
Customer experience，interaction processes and development of service process are the three elements in researching service failure.
“ SSIT ” (Subjective Sequential Incidents Technique, Chin-Hsu Chang and Pao-Chin Chu, 2006) is implicated in paper to explore the key point of customer’s angry emotion and the type of service failures .We hope to develop a better hairdressing service recovery and subjective service delivery blueprint on cus-tomer experience management
Keywords : Hairdressing Service ; Service Failure ; Service Recovery ; subjective sequential incidents technique, SSIT ; Customer-Experience Management ; service delivery blueprint
Table of Contents
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 服務失誤．．．．．．．．．．
．．．．． 5 第二節 服務補救．．．．．．．．．．．．．．． 15 第三節 顧客經驗管理．．．．．．
．．．．．．． 20 第四節 服務遞送藍圖．．．．．．．．．．．．． 25 第三章 研究方法．．．．．．．．
．．．．．．．．． 28 第一節 研究流程．．．．．．．．．．．．．．． 28 第二節 研究對象．．．．
．．．．．．．．．．． 29 第三節 資料分析．．．．．．．．．．．．．．． 31 第四章 研究發現．．．．
．．．．．．．．．．．．． 43 第一節 美髮服務業主觀服務遞送藍圖．．．．．． 43 第二節 管理意函 的探討．．．．．．．．．．．． 73 第三節 與Bitner五大構面分析比較．．．．．．． 85 第五章 結論與建 議．．．．．．．．．．．．．．．． 92 第一節 研究限制與建議．．．．．．．．．．．． 92 第二節 美髮業服務補救與建議．．．．．．．．． 92 第三節 總結．．．．．．．．．．．．．．．．． 98 參考文獻 ．．．．．．．．．．．．．．．．．．．． 100 附錄 美髮業服務失誤SSIT分析表．．．．．．．．． 106 REFERENCES
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