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題名:餐飲業員工不當行為特徵之研究
作者:范垂爐
作者(外文):Chui-Lu Fan
校院名稱:大葉大學
系所名稱:管理研究所博士班
指導教授:張景旭
學位類別:博士
出版日期:2008
主題關鍵詞:服務管理服務失誤員工不當行為顧客經驗人力資源管理service managementservice failureemployee’s undue behaviorcustomer experiencehuman resource management
原始連結:連回原系統網址new window
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  • 點閱點閱:26
服務接觸研究學者始終強調員工與顧客的互動過程,以及脈絡歷程對於研究議題的重要性;但在服務管理的研究文獻中,總是缺乏較完整而詳細的互動過程探究。本研究以顧客經驗加入線索管理觀點,對於故事性的資料運用「主觀順序事件技術」(Subjective Sequential Incidents Technique, SSIT)鞏固其歷程脈絡,藉以探討員工不當行為特徵。
研究發現,以歸納法分析各個服務階段的氣點類型,有引發事件氣點、回應不當氣點、隱性氣點、秘密偵察氣點、補救氣點、提醒性氣點等六類;以理想型法建立氣點模組,分析顧客負面情緒發展脈絡,則呈現多組不同的連續情緒經驗模組。在結論中,將研究結果與以往對於「服務失誤」與「服務補救」等文獻進行對話,可供企業針對這些線索的發展路徑,進行一系列的線索管理,對於人力資源管理系統,提供更為豐富的探索性發現和管理意涵。
The scholars who researched the service failures always emphasized: The cus-tomer's experience, interactive process and sequential analysis are very important prin-ciples for the research of service failures. But, in the past research studies, there always not be found.
This study is with the ' Subjective Sequential Incidents Technique' (SSIT) method to strengthen the materials formed with story’s type, and analyze the anger points, in-teractive processes, and sequential relations of the service failures by the customer’s in-terpretative view.
Result of this study, build up the subjective delivery blueprint of service failures, and sort the anger points develop types and their sequential relations of triggers and im-proper responses of service failures.
In the conclusion, we compare result of this paper with the past studies of the ser-vice failures, service blueprint, service failures in the restaurant, and service recovery. We try to develop the proper research methodology and more effective management in service failures course, the method should emphasize interactive process, sequential analysis, and customer's subjective experience.
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