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題名：延遲原因資訊與服務補救對歸因可控制性與顧客反應之影響：以臺鐵為例
書刊名：運輸學刊
作者：胡凱傑 引用關係／任維廉 引用關係／李欣宜
作者(外文)：Hu, Kai-chieh／Jen, William／Lee, Hsin-yi
出版日期：2010
卷期：22:1
頁次：頁21-49
主題關鍵詞：延遲；服務補救；歸因可控制性；情境模擬設計；臺鐵；Delay；Service recovery；Attributional controllability；Scenarios；TRA
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(4) 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:0
  • 點閱點閱:38
延遲一直是大眾運輸旅客所關切的議題，尤以臺鐵列車延誤發生次數頻繁對旅客造成很大的影響。過去少有研究探討提供旅客延遲原因資訊，亦缺乏不同服務補救類型對鐵路旅客的影響之研究。因此，本研究主要在探討延遲原因資訊之提供、歸因可控制性、服務補救對鐵路旅客反映之影響，並對有等候經驗的臺鐵旅客進行問卷調查。經由統計分析結果顯示，在發生延遲的情況下，提供不同的延遲原因資訊，歸因可控制性與顧客反應存在著顯著差異。此外，旅客認知的歸因可控性及不同的服務補救措施，亦會對顧客反應有顯著的影響。特殊的是，不同的服務補救對於歸因可控制性與顧客反應間並無干擾作用。
Delay is always a concern issued by mass transportation passengers. The frequent delay of Taiwan Railways Administration (TRA) always significantly bothers them. Previous researches lacked consideration for the effects of information of train delay on the attributional controllability. Study on the influence of service recovery on passenger's response is also limited. As a result, this study explored the effects of information of train delay and service recovery on attributional controllability and railway customer's response. We took the TRA as an example and the data were collected through questionnaire survey to those passengers who had waiting experiences before. The results indicated that there exist significant differences in the attributional controllability and the customer's response among different provisions of information of delay reasons. In addition, the effects of attributional controllability and service recovery on customer response are significant. Especially, service recovery has no significant influence on the relationship between attributional controllability and customer response.
期刊論文
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7.McColl-Kennedy, Janet R.、Sparks, Beverley A.(2003)。Application of Fairness Theory to Service Failures and Service Recovery。Journal of Service Research，5(3)，251-266。  new window
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12.Fornell, C.、Wemerfelt, B.(1987)。Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis。Journal of Marketing Research，24(4)，337-346。  new window
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14.Miller, Janis L.、Craighead, Christopher W.、Karwan, Kirk R.(2000)。Service Recovery: A Framework and empirical Investigation。Journal of Operations Management，18(4)，387-400。  new window
15.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
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18.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
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22.Weiner, Bernard(1980)。A cognitive (attribution)-emotion-action model of motivated behavior: An analysis of judgments of help-giving。Journal of Personality and Social Psychology，39(2)，186-200。  new window
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26.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
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28.Alexander, E. C.(2002)。“Consumer Reactions to Unethical Service Recovery,”。Journal of Business Ethics，vol. 36;no. 3，pp. 223-237。  new window
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會議論文
1.任維廉、胡凱傑、陳建元(2007)。「旅客知覺等候經驗與服務保證對其滿意度與再購意願之影響－以臺灣鐵路公司為例」頁 1-19。  延伸查詢new window
學位論文
1.陳陸陣(2000)。臺鐵行車延誤補償制度之研究，新竹市。  延伸查詢new window
圖書
1.葛樹人(1991)。心理測驗學。臺北：桂冠圖書。  延伸查詢new window
2.鄭紹成(2005)。服務行銷與管理。臺北：雙葉書廊。  延伸查詢new window
3.Lovelock, C. H. and Wright, L.(1999)。Principles of Sercive Management and Marketing。Englewood Cliffs, New Jersey。  new window
4.Oliver, R. L.(2000)。“Customer Satisfaction with Service,”。Handbook of Services Marketing and Management。Thousand Oaks, California。  new window
5.Taylor, S. and Fullerton, G.(2000)。“Waiting for Service: Perceptions Management of the Wait Experience,。Handbook of Services Marketing and Management。Thousand Oaks, California。  new window
圖書論文
1.Tax, S. S.、Brown, S. W.(2000)。Service recovery: research insights and practices。Handbook of Services Marketing and Management。Thousand Oaks, CA：Sage。  new window
 
 
 
 
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