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題名：籃球裁判吹判失誤、補救方式與顧客滿意度之關係
書刊名：體育學報
作者：高三福 引用關係／龐雲漢／謝承甫／陳忠強
作者(外文)：Kao, San-fu／Pang, Yun-han／Hsieh, Cheng-fu／Chen, Chung-chiang
出版日期：2014
卷期：47:1
頁次：頁103-114
主題關鍵詞：服務失誤；服務補救；觀眾；裁判法；Service failure；Service recovery；Spectators；Referee officiating
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(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:23
  • 點閱點閱:67
目的：以三個研究探討籃球裁判的吹判失誤及補救方式與顧客評價裁判及主辦單位滿意度的關係。方法：研究一採焦點團體進行，研究參與者為4位不同籃球專業背景的教練、裁判及球員。研究二與研究三採腳本法，研究參與者各為389人與280人。研究腳本以成套隨機方式發送給研究參與者，通過研究操弄檢核者為有效資料樣本。結果：研究一發現失誤類型可歸類為違例錯誤、犯規錯誤及罰球錯誤；失誤嚴重程度可區分為影響勝負結果及衝突；而補救方式則可分為不予處理、補哨、立刻更正判決及賽後大會公開聲明。以多變項變異數分析分析研究二與研究三的資料，研究二結果發現吹判失誤類型與補救方式對顧客的滿意度沒有交互作用的效果存在，研究三則發現失誤的嚴重程度與補救方式對顧客滿意度有顯著的交互作用效果。結論：籃球裁判吹判失誤後的補救方式與顧客滿意度的關係，不因失誤的類型而改變，而是受到失誤嚴重程度的影響。立刻更正是吹判失誤後最佳的補救策略，特別是在嚴重失誤的情況下，立刻更正能夠維持顧客最高的滿意度。
Purpose: Examining the relationships among basketball referee's incorrect-call and recovery strategies on customers' satisfactions with referees and satisfactions with game officials. Three studies were conducted. Methods: In study 1 focus group interview was use. The 4 participants were coaches, referee, and player who were basketball experts from different backgrounds and experiences. Scenarios were used in study 2 and study 3. Participants in study 2 and study 3 were 389 and 280, respectively. Scenarios were surveyed in group-random and the manipulating check was used for collecting the valid samples. Results: In study 1 the types of incorrect-call could be categorized as mistakes-in-violations, mistakes-in-fouls, and mistakes-in-free-throws. The magnitudes of incorrect-call could be categorized as influence the win/loss of the game and the conflicts that interrupted the play. The recovery strategies could be identified as move-on, makeup-calls, correction-immediately, and acknowledgement-publicly after play. MANOVA was used for analysis the data in study 2 and study 3. The results in study 2 revealed that the interaction of incorrect-call types and recovery strategies were not significant. In study 3 the interactions of incorrect-call magnitude and recovery strategies were significant different in satisfactions. Conclusion: The relationships between basketball referee's incorrect call recovery and customers' satisfactions were not changed by the incorrect-call types, but by the magnitude. Correction-immediately after an incorrect-call was the best recovery strategy, especially in a severity incorrect-call situation.
期刊論文
1.Anderson, K. J.、Pierce, D. A.(2009)。Officiating bias: The effect of foul differential on foul calls in NCAA basketball。Journal of Sports Sciences，27(7)，687-694。  new window
2.Feinstein, J.(2009)。Sometimes, an apology is the right call。Sporting News，233，76。  new window
3.Gonzalez, G. R.、Hoffman, K. D.、Ingram, T. N.(2005)。Improving relationship selling through failure analysis and recovery efforts: A framework and call to action。Journal of Personal Selling and Sales Management，25(1)，57-65。  new window
4.Hamilton, M.(2011)。The moral ambiguity of the makeup call。Journal of the Philosophy of Sport，38，212-228。  new window
5.Kondo, Y.(2000)。Attractive quality: Its importance and the points of remark。Total Quality Management，11，647-651。  new window
6.Mascarenhas, D. R. D.、Collins, D.、Mortimer, P.(2002)。The art of reason versus the exactness of science in elite refereeing: Comments on Plessner and Betsch (2001)。Journal of Sport and Exercise Psychology，24(3)，328-333。  new window
7.Rodenberg, R. M.、Lim, C. H.(2009)。Payback calls: A starting point for measuring basketball referee bias and impact on team performance。European Sport Management Quarterly，9，375-387。  new window
8.Smith, A.、Bolton, R. N.(2002)。The effects of customers' emotional responses and to service failures on their recovery effects evaluations and satisfaction judgments。Journal of the Academy of the Marketing Science，30，5-23。  new window
9.Stern, J.(201005)。You've kicked the call: Now what?。Referee，35，64-65。  new window
10.Thu, Kendall M.、Hattman, K.、Hutchinson, V.、Lueken, S.、Davis, N.、Linboom, E.(2002)。Keeping the game close: "Fair Play" among men's college basketball referees。Human Organization，61(1)，1-8。  new window
11.Unkelbach, C.、Memmert, D.(2008)。Game management, context effects, and Calibration: The case of yellow cards in soccer。Journal of Sport and Exercise Psychology，30(1)，95-109。  new window
12.Unkelbach, C.、Memmert, D.(2010)。Crowd noise as a cue in referee decisions contributes to the home advantage。Journal of Sport and Exercise Psychology，32(4)，483-498。  new window
13.林怡秀、陳成業(2008)。超級籃球聯賽公共關係策略之探討。臺灣體育運動管理學報，6，63-80。  延伸查詢new window
14.楊紀瑜、許志祥(20060300)。籃球裁判壓力來源分析。運動教練科學，6，165-176。new window  延伸查詢new window
15.Anshel, M. H.、Weinberg, R. S.(1995)。Sources of acute stress in American and Australian basketball referees。Journal of Applied Sport Psychology，7(1)，11-22。  new window
16.Chelladurai, P.、Chang, K.(2000)。Targets and standards of quality in sport services。Sport Management Review，3(1)，1-22。  new window
17.Grewal, D.、Roggeveen, A. L.、Tsiros, M.(2008)。The effect of compensation on repurchase intentions in service recovery。Journal of Retailing，84，424-434。  new window
18.Van Leeuwen, L.、Quick, S.、Daniel, K.(2002)。The sport spectator satisfaction model: A conceptual framework for understanding the satisfaction of spectators。Sport Management Review，5(2)，99-128。  new window
19.Widmier, S.、Jackson, D. W.(2002)。Examining the effects of service failure, customer compensation, and fault on customer satisfaction with salespeople。Journal of Marketing Theory and Practice，10，63-74。  new window
20.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
21.徐淑如、董和昇、羅雅嬪(20080100)。網路購物服務失誤、服務補救與顧客滿意度--期望不一致與知覺公平觀點。管理評論，27(1)，1-24。new window  延伸查詢new window
22.Yoshida, M.、James, J. D.(2010)。Customer satisfaction with game and service experiences: Antecedents and consequences。Journal of Sport Management，24(3)，338-361。  new window
23.Wanous, J. P.、Reichers, A. E.、Hudy, M. J.(1997)。Overall job satisfaction: How good are single-item measures?。Journal of Applied Psychology，82(2)，247-252。  new window
24.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
25.Swanson, S. R.、Kelley, S. W.(2001)。Attributions and outcomes of the service recovery process。Journal of Marketing Theory and Practice，9(4)，50-65。  new window
26.Johnston, T. C.、Hewa, M. A.(1997)。Fixing service failures。Industrial Marketing Management，26(5)，467-473。  new window
27.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
圖書
1.Underwood, Benton J.、Shaughnessy, J. J.、洪蘭、曾志朗(1997)。心理學實驗研究法。臺北市：遠流。  延伸查詢new window
2.Oliver, R. L.(2010)。Satisfaction: A behavioral perspective on the consumer。New York：M. E. Sharpe, Inc.。  new window
 
 
 
 
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