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題名：服務缺失、補救與顧客反應之研究--以通信服務業為例
書刊名：臺北科技大學學報
作者：廖森貴 引用關係／謝作明
作者(外文)：Liao, Sen-kuei／Hsieh, Tso-ming
出版日期：2002
卷期：35:1
頁次：頁245-259
主題關鍵詞：服務缺失；服務補救；顧客滿意；顧客忠誠；Service failure；Service recovery；Customer satisfaction；Customer loyalty
原始連結：連回原系統網址new window
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  • 共同引用共同引用:34
  • 點閱點閱:46
服務的提供與消費為同時發生並有不可分割的特性，服務人員在與顧客接觸過程中，難免會有服務缺失的情形產生，造成顧客的負面反應。如果業者能夠透過服務補救的手段來補救缺失的情形，將會使消費者更滿意該企業，進而產生更高的忠誠度。因此，本研究目的在探討服務缺失、服務補救、顧客滿意度與忠誠度間之研究。 研究範圍以行政院主計處所定義的「通信服務業」為主，對象包括行動電話服務業者及網際網路服務供應商。研究流程分為兩階段，首先以重要事件技術法(CIT)歸納服務缺失類別，藉以發展第二階段問卷後，採因素分析萃取因素構面，利用LISREL來分析服務缺失、服務補救、顧客滿意與顧客忠誠間之因果關係。此外，並以獨立樣本T檢定來判別兩服務業間是否有差異存在。 研究結果發現當顧客對服務缺失的發生愈不滿時，業者若能適時補救，則補救後的顧客滿意度會相對提高，並影響到顧客忠誠度的提升。研究結果也說明兩種服務業的顯著差異在於服務缺失、服務補救與顧客忠誠度。
Due to the variety of customers' need and the variation of services, service failure is considered as a matter of the inevitable issue. If dealing with service failure properly, not only can the enterprise recover the customer satisfaction but also create higher customer loyalty. The purpose of the study was to investigate the relationship between service failure, service recovery, customer satisfaction, and customer loyalty. There are two approaches in this study. To develop the questionnaire first, the incidents of service failure are categorized by Critical Incident Technique. After gathering the data, the dimensions are then abstracted by factor analysis. At last, LISREL was used to test the relation between service failure, service recovery, customer satisfaction, and customer loyalty. In addition, independent t-test is used to distinguish between the industry of mobile phone service and Internet service provider. The results reveal that customer satisfaction will raise after service recovering. The more unsatisfactory when service failure happened, the more satisfactory when service recovery got. In the service failure incidents, the response to customer's need influences the satisfaction much more.
期刊論文
1.Callan, Roger J.(1998)。The Critical Incident Technique in Hospitality Research: An Illustration from the UK Lodge Sector。Tourism Management，19(1)，93-98。  new window
2.Bearden, William O.、Teel, Jesse E.(1983)。Selected Determinants of Consumer Satisfaction and Complaint Reports。Journal of Marketing Research，20(1)，21-28。  new window
3.Westbrook, Robert A.(1980)。Intrapersonal Affective Influences on Consumer Satisfaction with Products。Journal of Consumer Research，7(1)，49-54。  new window
4.Fornell, Claes、Johnson, Michael D.(1911)。A Framework for Comparing Customer Satisfaction across Individuals and Product Categories。Journal of Economic Psychology，12(2)，267-286。  new window
5.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
6.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
7.Webster, Cynthia、Sundaram, D. S.(1998)。Service Consumption Criticality in Failure Recovery。Journal of Business Research，41(2)，153-159。  new window
8.Goodwin, Cathy、Ross, Ivan(1992)。Consumer Responses to Service Failures: Influence of Procedural and Interactional Fairness Perceptions。Journal of Business Research，25(2)，149-163。  new window
9.Power, C.(1991)。Value marketing: Quality, service, and fair pricing are the keys to selling in the 90's。Business Week，11(4)，132-140。  new window
10.Bell, Chip R.(1994)。Turning Disappointment into Customer Delight。Editor and Publisher，127(32)，38-48。  new window
11.Gronroos, Christian(1988)。Service Quality: The Six Criteria of Good Perceive Serviced Quality。Review of Business，9(3)，10-13。  new window
12.Geller, L.(1997)。Customer retention begins with the basics。Direct Marketing，60(5)，58-62。  new window
13.Chell, Elizabeth、Pittawaya, Luke(1998)。A study of entrepreneurship in the restaurant and café industry: exploratory work using the critical incident technique as a methodology。International Journal of Hospitality Management，17(1)，23-32。  new window
14.Edvardsson, Bo(1992)。Service Breakdowns: A Study of Critical Incidents in an Airline。International Journal of Service Industry Management，3(4)，17-29。  new window
15.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。  延伸查詢new window
16.Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review，67(4)，28-32。  new window
17.Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing，54(1)，71-84。  new window
18.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin，51(4)，327-358。  new window
19.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
20.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
21.Woodruff, Robert B.、Cadotte, Ernest R.、Jenkins, Roger L.(1983)。Modeling Consumer Satisfaction Process Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
22.Latham, Gary P.、Saari, Lise M.(1984)。Do people do what they say? Further studies on the situational interview。Journal of Applied Psychology，69(4)，569-573。  new window
23.Hoffman, K. Douglas、Kelley, Scott W.、Rotalsky, Holly M.(1995)。Tracking Service Failures and Employee Recovery Efforts。Journal of Services Marketing，9(2)，49-61。  new window
24.Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing，12(1)，7-22。  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(1999)。RECOVSAT: An Instrument to Measure Satisfaction with Transaction-specific Service Recovery。Journal of Service Research，1(3)，236-249。  new window
27.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
28.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
29.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
30.Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing，9(1)，15-23。  new window
31.Tax, Stephen S.、Brown, Stephen W.(1998)。Recovering and Learning from Service Failure。Sloan Management Review，40(1)，75-88。  new window
32.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
33.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
34.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
35.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
36.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
會議論文
1.Hempel, Donald J.(1977)。Consumer satisfaction with the home buying process : conceptualization and measurement。Conference, conducted by Marketing Science Institute with support of National Science Foundation，(會議日期: 1976/04/11-04/13)。Cambridge, Mass：Marketing Science Institute。279-299。  new window
學位論文
1.施柏均(2000)。服務失誤、服務補救、顧客滿意與購買意願之探討--以北部地區行動電話服務業為例(碩士論文)。國立台北科技大學。  延伸查詢new window
2.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.Albrecht, Karl、Bradford, Lawrence J.(1989)。The service advantage: how to identify and fulfill customer needs。Homewood, Ill：Dow Jones-Irwin。  new window
2.Tabachnick, Barbara G.、Fidell, Linda S.(1996)。Using Multivariate Statistics。New York, NY：HarperCollins College Publishers。  new window
3.Allen, Cliff、Kania, Deborah、Yaeckel, Beth(1998)。Internet World Guide to One-to-One Web Marketing。New York, NY：Wiley Computer Pub.。  new window
4.Hunt, Shelby D.(1983)。Marketing Theory: The Philosophy of Marketing Science。Homewood, Illinois：Richard D. Irwin, Inc.。  new window
5.Jöreskog, Karl G.、Sörbom, Dag(1989)。LISREL 7 User's Reference Guide。Scientific Software International, Inc.。  new window
6.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
7.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
8.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
圖書論文
1.Hunt, H. Keith(1977)。CS/D - Overview and Future Research Directions。Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction。Marketing Science Institute。  new window
2.Day, R. L.(1980)。Research Perspectives on Consumer Complaining Behavior。Theoretical Development in Marketing。Chicago, IL：American Marketing Association Press。  new window
 
 
 
 
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