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題名：服務失誤類型、補償措施與再惠顧率之探索性研究--以CIT法應用於餐飲業為例
書刊名：管理評論
作者：劉宗其 引用關係／李奇勳 引用關係／黃吉村 引用關係／Warden,Clyde A.
作者(外文)：Liu, Tsung-chi／Lee, Chi-hsun／Huang, Chi-tsun／渥頓
出版日期：2001
卷期：20:1
頁次：頁65-97
主題關鍵詞：服務失誤類型；補償策略；再惠顧率；CIT法；Service failure；Service recovery；Retention；CIT
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(15) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:15
  • 共同引用共同引用:13
  • 點閱點閱:92
本研究以CIT法，自顧客觀點蒐集餐廳服務接觸中，因服務失誤所造成的滿意或不滿意之684個事件，予以歸類；追蹤並分析餐廳所採行的補償策略，以了解餐飲業常犯的服務失誤類型，及那些補償策略較為有效。本研究進一步分析不同的餐廳類別（中、西、日式），在服務失誤類型及補償策略、補償滿意度、再惠顧率上有無差別，並提出解釋。 研究結果發現：台灣餐廳服務失誤類型與美國研究結果略有差異；實質補償策略與主管出面協調是較佳的補償策略；餐廳類別雖與失誤類型無關，但與補償策略有關；失誤嚴重性越大，再惠顧率越低；但補償滿意度越高，再惠顧率也越高。本研究結果有助於學界與業界設計服務傳送系統、流程及建立補償策略之參考。
This research applied the CIT method to study 684 critical service encounters at restaurants in Taiwan. Previous studies in the United States were uses as a base for understanding the types of service failures and recovery strategies used in Taiwan service encounters. Results showed that while service failures and recovery strategies closely paralleled results from the United States, there were some new classifications found that reflect cultural differences between Taiwan and the United States. Ratings for the failure seriousness and the response effectiveness are negatively correlated and clearly reveal that extremely serious service failures are difficult to recover from. Strategies for effective recovery of specific failure types and the most serious combinations of failures and recoveries are also explored in order to better understand the service encounter within a Taiwan perspective.
期刊論文
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16.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing，60(4)，7-18。  new window
17.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
18.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
19.Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research，24(3)，258-270。  new window
20.Surprenant, Carol F.、Solomon, Michael R.(1987)。Predictability and Personalization in the Service Encounter。Journal of Marketing，51(2)，86-96。  new window
21.Lovelock, Christopher H.(1983)。Classifying Services to Gain Strategic Marketing Insights。Journal of Marketing，47(3)，9-20。  new window
22.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
23.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
24.Folkes, Valerie S.(1984)。Consumer Reactions to Product Failure: An Attributional Approach。Journal of Consumer Research，10(4)，398-409。  new window
25.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
26.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
27.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
28.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
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圖書
1.Lovelock, C. H.(1988)。Managing Services: Marketing, Operations and Human Resources。Prentice-Hall。  new window
2.Harvey, David(1969)。Explanation in Geography。New York, NY：St. Martins' Press。  new window
3.Czepiel, J.、Solomon, M. R.、Surprenant, C. F.(1985)。The Service Encounter。Lexington, MA：Lexington Books。  new window
4.Lowenstein, M. W.(1995)。Customer Retention: An Integrated Process for Keeping your Best customers。Milwaukee：ASQC Quality Press。  new window
5.Carlzon, Jan(1987)。Moments of truth。Cambridge, Massachusetts：Ballinger Publisher Company。  new window
6.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
7.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
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10.Edvardsson, B.、Thomasson, B.、Ovretveit, J.(1994)。Quality of Service: Making it Really Work。Quality of Service: Making it Really Work。London, UK。  new window
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12.Megehee, C.(1994)。Effects of Experience and Restitution in Service Failure Recovery。Enhancing Knowledge Development in Marketing, 5。San Francisco, CA。  new window
13.Ovretveit, J.(1992)。Health Service Quality。Health Service Quality。Oxford。  new window
圖書論文
1.Gremler, D. D.、Bitner, M. J.(1992)。Classifying service encounter satisfaction across industries。Marketing theory and applications。Chicago, Illinois：American Marketing Association。  new window
2.Shostack, G. Lynn(1985)。Planning the service encounter。The Service Encounter: Managing Employee/Customer Interaction in the Service Business。Lexington, MA：Lexington Books。  new window
 
 
 
 
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