Exploring the Perceptions of Students to Service Failure of Course Registration Affairs in DAYEH University－A Case ...
蔡俊忠、姚惠忠
E-mail: 9701199@mail.dyu.edu.tw
ABSTRACT
The service failure and the service recovery are paid much attention on the current studies. This study is to discuss the service failure perspective of courses registration affairs among the Da-Yeh University students. It is adopted the Subjective Sequential Incidents Techniques (SSIT) from Dr. Chang through interpreting the subjective service deliver blueprint further to investigate the service failure of the University from the perspective of students. To establish the blueprint that mentioned above, there are eight processes to be conducted: first, the pre-registration; second, the course information inquiry; third, course registration; forth, registration confirming on the internet; fifth, registration dis-puting; sixth, course duration; seventh, manual switching registration; eighth, appeal solution. The results demonstrate two types of service failures which are comprise cause af-fairs and the inappropriate response.
Keywords : customer experience management ; service failure ; service recovery ; subjective sequential incidents technique Table of Contents
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 圖目錄 ．．．．．．．．．．．．．
．．．．．．．． ix 第一章 緒論．．．．．．．．．．．．．．．．．．． 1 第一節 研究背景與動機．．．
．．．．．．．．． 1 第二節 研究目的．．．．．．．．．．．．．．． 2 第三節 研究流程．．．．．
．．．．．．．．．． 3 第二章 文獻探討．．．．．．．．．．．．．．．．． 4 第一節 顧客經驗管理．．
．．．．．．．．．．． 4 第二節 服務失誤．．．．．．．．．．．．．．． 16 第三節 服務補救．．
．．．．．．．．．．．．． 20 第四節 服務遞送藍圖．．．．．．．．．．．．． 22 第五節 服務品質
．．．．．．．．．．．．．．． 23 第三章 研究方法．．．．．．．．．．．．．．．．． 27 第一節 研究 設計．．．．．．．．．．．．．．． 27 第二節 研究對象及資料收集．．．．．．．．．． 27 第三節 SSIT分析原則．．．．．．．．．．．．． 29 第四章 研究分析與發現．．．．．．．．．．．．．． 32 第一 節 氣點分類架構．．．．．．．．．．．．． 32 第二節 選課主觀服務遞送藍圖階段分析．．．．． 33 第三節 選課主觀服務遞送藍圖．．．．．．．．． 43 第五章 結論與建議．．．．．．．．．．．．．．．． 60 第一節 結論．．．．．．．．．．．．．．．．． 60 第二節 管理意函．．．．．．．．．．．．．．
． 62 第三節 研究限制．．．．．．．．．．．．．．． 66 第四節 後續研究者建議．．．．．．．．．
．．． 66 參考文獻 ．．．．．．．．．．．．．．．．．．．．． 67 附錄A 個案SSIT分析表．．．．．．．．．
．．．．．．85 附錄B 個案階段聯集表．．．．．．．．．．．．．． 110 附錄C 階段聯集表(正式表格)．．．．
．．．．．．． 119 REFERENCES
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