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題名：行動電話服務業服務失誤與補救之研究
書刊名：臺北科技大學學報
作者：廖森貴 引用關係／施柏均
作者(外文)：Liao, Sen-kuei／Shi, Borjiun
出版日期：2001
卷期：34:1
頁次：頁189-205
主題關鍵詞：服務失誤；服務補救；重要事件技術；Service failure；Service recovery；Critical incident technique
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:34
  • 點閱點閱:39
企業在服務傳遞的過程中，一旦產生失誤，如何補救，以使顧客滿意，並增加買意願，是企業經營的重要課題。少有文章以定性分析探討服務失誤和補救的内容，並分析其間的關係，此乃引發本研究之動機。本研究以北部地區行動電話服務業者為研究對象，本研究之目的如下： 1.探討顧客使用行動電話遭遇到的服務失誤？並進行分類。 2.探討顧客使用行動電話遭遇服務失誤時，業者所採取的補救措施為何？並進行分類。 3.探討服務失誤和服務補救之關係。 研究步驟共分兩個階段，第一階段以重要事件技術(CIT)的方法歸納服務失誤與服務補救之分類，研究結果由229份重要失誤事件分為三大類九細項服務失誤内容，和由189份重要補救事件分為五個項目的服務補救内容；服務失誤與服務補救之分類項目，作為第二階段問卷的衡量項目。第二階段以因素分析分析問卷，並利用相關分析探討服務失誤和服務補救之關係，研究結果發現：客服系統失誤可採取實質補救行為與公司保證加以補救。
It is important to retain customer satisfaction in mobile phone services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Therefore, service failure and service recovery have become an important and challenging issues for companies. The study is intended to finde out customers' response to service failure and service recovery. It has three aims: 1. To probe into critical service failure events. 2. To probe into critical service recovery events. 3. To examine the relationships between service failure and service recovery. The study has two stages: The first one is to probe into service failure and service recovery by using CTT in mobile phone service. The research categorizes 229 critical service failures incidents into 3 main groups and 9 items and 189 critical services recovery incidents into 5 items. The second one is to use factor analysis and correlation analysis to examine service failures and service recovery. The result shows that the failure of customer service system has positive influence on service recovery.
期刊論文
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2.Lapidus, Richard S.、Schibrowsky, John(1994)。Aggregate Complain Analysis: A Procedure for Developing Customer Service Satisfaction。Journal of Services Marketing，8(4)，50-60。  new window
3.Altmaier, Elizabeth M.、From, Robert P.、Pearson, Kent S.、Gorbatenko-Roth, Kristina G.、Ugolini, Kathleen A.(1997)。A Prospective Study to Select and Evaluate Anesthesiology Residents: Phase I, The Critical Incident Technique。Journal of Clinical Anesthesia，9(8)，629-636。  new window
4.Gilly, M. C.(1987)。Post Complaint Processes: From Organizational Response to Repurchase Behavior。Journal of Consumer Affair，21(2)，293-313。  new window
5.Spreng, R. A.、Harrell, G. D.、Mackoy, R. D.(1995)。Service recovery: Impact on satisfaction and intention。Journal of Service Marketing，9(1)，15-23。  new window
6.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review，67(4)，28-32。  new window
7.Kelley, Scott W.、Davis, Mary A.(1994)。Antecedents to Customer Expectations for Service Recovery。Journal of the Academy of Marketing Science，22(1)，52-61。  new window
8.Etzel, M. J.、Silverman, B. I.(1988)。A Managerial Perspective on Directions for Retail Customer Dissatisfaction Research。Journal of Retailing，57(3)，124-136。  new window
9.Goodwin, C.、Ross, I.(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perception。Journal of Business Research，25，149-163。  new window
10.Chell, E.、Pittaway, L.(1998)。A study of entrepreneurship in the restaurant and cafe industry: Exploratory work using the critical incident technique as a methodology: Prize-winning paper from the IAHMS Conference at Sheffield Hallam University, England, November 1997。International Journal of Hospitality Management，17(1)，23-32。  new window
11.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin，51(4)，327-358。  new window
12.Levesque, T. J.、McDougall, G. H. G.(2000)。Service Problems and Recovery Strategies: An Experiment。Canadian Journal of Administrative Sciences，17(1)，20-37。  new window
13.突破雜誌編輯部(1999)。1998年度台灣地區連鎖業營業店數排行榜。突破雜誌，166。  延伸查詢new window
14.Bitner, M. J.、Booms, B. H.、Trtreault, M. S.(1990)。The Service Encounter: Diagnosing Favorable and Unfavorable Incident。Journal of Marketing，54(1)，71-84。  new window
15.Conlon, D. E.、Murray, N. M.(1996)。Customer Perceptions of Corporate Responses to Product Complaints: The Role of Explanations。Academy of Management Journal，39(4)，1040-1056。  new window
16.Edvardsson, B.(1992)。Service Breakdowns: A Study of Critical Incident in an Airline。International Journal of Service Industry Management，3，17-29。  new window
17.Hoffman, K. D.、Kelley, S. W.、Rotalsky, H. M.(1995)。Tracking Service Fairures and Employee Recovery Efforts。Journal of Service Marketing，9(2)，49-61。  new window
18.Latham, G.、Saari, L. M.(1983)。Do People Do What They Say? Further Studies on the Situational Interview。Journal of Marketing Research，20，393-404。  new window
19.Power, C.(1991)。Value Marketing: Quality, Service, Fair and Pricing are the Keys to Selling in the 90's。Business Week，11，132-140。  new window
20.Andersson, B. E.、Nilsson, S. G.(1964)。Studies in the Reliability and Validity of the Critical Incident Technique。Journal of Applied Psychology，48(6)，398-403。  new window
21.Bitner, Mary Jo(1990)。Evaluating service encounters: The effect of physical surroundings and employee responses。Journal of Marketing，54(2)，69-82。  new window
22.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
23.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。  new window
24.Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。  new window
25.Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing，58(4)，95-106。  new window
26.Boshoff, Christo(1997)。An Experimental Study of Service Recovery Options。International Journal of Service Industry Management，8(2)，110-130。  new window
27.Heskett, James L.、Sasser, W. Earl Jr.、Hart, Christopher W.(1990)。The Profitable Art of Service Recovery。Harvard business review，68(4)，148-156。  new window
28.Kelley, Scott W.、Hoffman, K. Douglas、Davis, Mark A.(1993)。A Typology of Retail Failures and Recoveries。Journal of Retailing，69(4)，429-452。  new window
29.Smith, Amy K.、Bolton, Ruth N.、Wagner, Janet(1999)。A Model of Customer Satisfaction With Service Encounters Involving Failure and Recovery。Journal of Marketing Research，36(3)，356-372。  new window
30.Westbrook, Robert A.(1981)。Sources of Consumer Satisfaction with Retail Outlets。Journal of Retailing，57(3)，68-85。  new window
31.Goodman, J.(1989)。The Nature of Customer Satisfaction。Quality Progress，22(2)，37-40。  new window
研究報告
1.行政院主計處(1999)。人力資源統計月報。行政院主計處。  延伸查詢new window
學位論文
1.鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。new window  延伸查詢new window
圖書
1.Kotler, P.(1991)。Market management analysis, planning and control。Prentice-Hall。  new window
2.Albrecht, Karl、Bradford, Lawrence J.(1989)。The service advantage: how to identify and fulfill customer needs。Homewood, Ill：Dow Jones-Irwin。  new window
3.Buell, V. P.(1984)。Marketing Management: A Strategic Planning Approach。NY：McGraw-Hill Book Co.。  new window
4.Tabachnick, B. G.、Fidell, L. S.(1996)。Using multivariate statistics。New York：Harper Collins。  new window
5.Hunt, Shelby D.(1983)。Marketing Theory: The Philosophy of Marketing Science。Homewood, Illinois：Richard D. Irwin, Inc.。  new window
6.杉本辰夫、盧淵源(1986)。事業、營業、服務的品質管制。中興管理顧問公司。  延伸查詢new window
7.經濟部商業司(2000)。中華民國台灣地區八十七年服務業經營活動報告。經濟部商業司。  延伸查詢new window
8.Albrecht, K.、Zemke, R.(1985)。Service America。Homewood, IL：Dow-Jones Irwin。  new window
9.Kerlinger, F. N.(1986)。Foundations of Behavior Research。NY：McGraw-Hill。  new window
10.DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。  new window
11.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.行政院主計處(1994)。中華民國行業分類標準。中華民國統計月報。行政院主計處。  延伸查詢new window
2.Bateson, J. E. G.(1985)。Perceived Control and the Service Encounter。The Service Encounter。Lexington, MA：Lexington Books。  new window
 
 
 
 
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