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題名：團體套裝旅遊服務失誤和服務補救期望之探索研究--兼以航空業和餐飲業驗證之
書刊名：戶外遊憩研究
作者：鄭紹成
作者(外文)：Cheng, Shao-cheng
出版日期：2006
卷期：19:2
頁次：頁33-61
主題關鍵詞：服務失誤；服務補救期望；套裝團體旅遊；Service failure；Service recovery expectation；Group package tour
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(5) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:5
  • 共同引用共同引用:63
  • 點閱點閱:147
過往學者針對服務失誤和服務補救類型多所探究，惟對服務失誤發生後之補救期望，尤其針對旅遊業之團體套裝旅遊方面，至今尚付闕如。本研究以質化研究之重要事件技術，由342件旅客參加團體套裝旅遊案例，歸納出服務失誤有三大群(購買系統員工反應失誤、核心服務傳送系統失誤、員工個別行為與其他)，並又調查旅遊相關航空業304件和餐飲業332件，確認分類類別亦可適用；而旅客對於服務補救期望，由二因子理論分析，業者單純人員道歉或承認錯誤，僅能消除顧客「不滿意」，顧客更重視問題是否當場解決，且企業必須要有更實質回饋，如免費或折扣，方能讓顧客「滿意」，其他兩業別調查亦呈現相同結果。
Prior researches have been investigated service failures and service recovery of several service industries. Little attention has been given to the service failure and service recovery expectations in the group package tour (GPT). This research used Critical Incident Technique (CIT) to find out the service failure and service recovery expectation in GPT. From those data in Taiwan, the service failure of GPT can be defined as the following 3 major categories: employee response to purchasing system failures, employee response to core service delivery system failures, and unprompted and unsolicited employee actions. Service providers can apply the two-factor concept to diminish “dissatisfactory” and produce “satisfaction”.
期刊論文
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33.Tax, S. S.、Brown, S. W.(1998)。Recovering and Learning from Service Failures。Sloan Management Review，40(1)，75-88。  new window
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40.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
41.Zemke, R.、Bell, C.(1990)。Service recovery: Doing it right in second time。Training，27(6)，42-48。  new window
42.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
43.黃吉村、渥頓、李奇勳、劉宗其(20040700)。服務失誤之補償效果：跨文化服務接觸的檢視。管理評論，23(3)，23-52。new window  延伸查詢new window
44.鄭紹成(20020700)。服務補救滿意構面之探索性研究。管理評論，21(3)，49-68。new window  延伸查詢new window
45.Smith, Amy K.、Bolton, Ruth N.(2002)。The effect of customers' emotional responses to service failures on their recovery effort evaluations and satisfaction judgments。Journal of the Academy of Marketing Science，30(1)，5-23。  new window
46.Wakefield, K. L.、Blodgett, J. G.(1999)。Customer Response to Intangible and Tangible Service Factors。Psychology and Marketing，16(1)，51-68。  new window
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53.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
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55.鄭紹成(20020900)。二次服務不滿意構面之研究：由服務補救不滿意事件探索。中山管理評論，10(3)，397-419。new window  延伸查詢new window
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會議論文
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學位論文
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圖書
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