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題名：餐飲服務補救品質之設計與實證研究
書刊名：品質學報
作者：白凢芸／葉子明 引用關係
作者(外文)：Pai, Fan-yun／Yeh, Tsu-ming
出版日期：2013
卷期：20:3
頁次：頁305-321
主題關鍵詞：服務失誤；服務保證；服務補救；餐飲業；Service failure；Services guarantee；Service recovery quality gap；Catering industry
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(7) 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:7
  • 共同引用共同引用:0
  • 點閱點閱:90
企業當遇到服務失誤時，企業即進行服務補救，以挽回顧客的心。服務補救是新興的議題，本研究從管理者、員工及顧客角度發展服務補救品質缺口模式，分析餐飲業中管理者、員工與顧客之間對於服務補救期望與認知的差距，並利用發展之量表調查餐飲業中缺口是否存在，以消弭管理者、員工與顧客之間認知的落差。研究結果顯示餐飲業中本研究所提之五個缺口皆存在，為了消弭服務補救品質之缺口，本研究提出相關的管理意涵與建議，協助企業能於服務失誤後以成功的服務補救挽回顧客之青睞。
When enterprises encounter the service failure, most of them will take service recovery actions according to service guarantees stated first. By proper service recovery, it is with high probability that firms can retain unsatisfied customers and then turn the customers into satisfied and loyal ones. This study aims to analyze the quality gaps about service recovery and construct a gap model. There are five gaps when a firm design and execute service recovery. We then develop measurements to measure the perceived and expected service recovery quality and calculate these gaps. The gaps of recovery service of restaurant in Taiwan are measured and investigated. We received 81 questionnaires from managers, 205 questionnaires from employees and 288 questionnaires from customers. Five gaps all exist. Further managerial implications are provided for managers to narrow the gaps to improve service recovery quality and to invest proper resource in service recovery execution.
期刊論文
1.Goodwin, C.、Ross, I.(1990)。Customer evaluations of responses to complaints: what's fair and why ?。Journal of Services Research，4(3)，53-61。  new window
2.Hart, C. W. L.、Schlesinger, L. A.、Maher, D.(1992)。Guarantees Come to Professional Service Firms。Sloan Management Review，33(3)，19-20+23-29。  new window
3.Hoffman, D. K.、Kelley, S. W.、Rotalsky, H. M.(1995)。Tracking service failures and employee recovery effort。Journal of Services Marketing，9(2)，49-61。  new window
4.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
5.McDougall, G. H. G.、Levesque, T.、VanderPlaat, P.(1998)。Designing the Service Guarantee: Unconditional or Specific?。Journal of Services Marketing，12(4)，278-293。  new window
6.Conlon, Donald E.、Murray, Noel M.(1996)。Customer perceptions of corporate responses to product complaints: the role of explanations。Academy of Management Journal，39(4)，1040-1056。  new window
7.Blodgett, J. G.、Hill, D. J.、Tax, S. S.(1997)。The Effect of Distributive, Procedural, and Interactional Justice in Post complaint Behavior。Journal of Retailing，73(2)，185-210。  new window
8.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
9.Mohr, L. A.、Bitner, M. J.(1995)。The role of employee effort in satisfaction with service transactions。Journal of Business Research，32(3)，239-252。  new window
10.Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review，55(4)，75-88。  new window
11.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
12.McCollough, M. A.、Berry, L. L.、Yadav, M. S.(2000)。An empirical investigation of customer satisfaction after service failure and recovery。Journal of Service Research，3(2)，121-137。  new window
13.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
14.Smith, A. K.、Bolton, R. N.、Wagner, J.(1999)。A model of customer satisfaction with service encounters involving failure and recover。Journal of Marketing Research，36(3)，356-372。  new window
15.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。  new window
16.Ha, J.、Jang, S. C. S.(2009)。Perceived justice in service recovery and behavioral intentions: the role of relationship quality。International Journal of Hospitality Management，28(3)，319-327。  new window
17.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
18.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
19.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
20.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
21.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
圖書
1.鄭紹成(2009)。服務行銷與管理。臺北：雙葉書廊。  延伸查詢new window
2.Barlow, J.、Moller, C. A.、Hsieh, T.(2008)。A Complaint is a Gift: Recovering Customer Loyalty when Things Go Wrong。New York：Berrett-Koehler Publishers。  new window
其他
1.行政院主計處。國民所得統計年報（99年），http://www.dgbas.gov.tw， 2011/12。  延伸查詢new window
圖書論文
1.Austin, William G.(1979)。Justice freedom and self-interest in intergroup relations。The Social Psychology of Intergroup Relations。Brooks/Cole。  new window
 
 
 
 
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