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題名：以顧客角度探究國內3C連鎖商店的服務接觸機能
書刊名：輔仁管理評論
作者：陳怡靜 引用關係／胡學誠 引用關係／莊煥銘
作者(外文)：Chen, I-ching／Hu, Shueh-cheng／Chuang, Huan-ming
出版日期：2010
卷期：17:1
頁次：頁79-102
主題關鍵詞：3C連鎖商店；關鍵事件技術；服務接觸；顧客滿意；3C chain store；Critical incident technique；Service encounter；Customer satisfaction
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(1) 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:11
  • 點閱點閱:128
拜消費者對3C相關產品需求日盛之賜，國內3C電子產業持續活絡。亦造就國內3C連鎖商店在零售市場中佔有舉足輕重的地位。對3C連鎖商店而言，提升顧客的滿意度及再購意願，爲各3C連鎖商店所面臨的關鍵課題。本研究應用關鍵事件技術與BBT分類原則，從顧客的角度，探究3C連鎖商店顧客在服務接觸的過程中，透過特別滿意與特別不滿意的事件進行訪談與分類，蒐集影響顧客滿意的要件。研究結果顯示，在滿意的關鍵事件方面，以第三類「自發性的員工行動」所佔比例最高，第一類「員工對服務傳遞系統失能的反應」次之，第二類「員工對顧客需要與請求的反應」最低。在不滿意的關鍵事件方面，以第一類「員工對服務傳遞系統失能的反應」最爲明顯，第二類「員工對顧客需要與請求的反應」次之，第三類「自發性的員工行動」的比例最低。最後，再依據研究結果提出相關建議，希冀本研究可以提供3C連鎖商店業者做爲改善服務品質、提升顧客滿意的參考。
The increasing demand for 3C (computers, communications, and consumer electronics) products boosts the domestic electronic industry, also make domestic 3C chain stores play a significant role in retail market. How to improve customers' satisfaction and strengthen their re-purchase intention is the key issue of 3C chain stores' administration. This research uses critical incident technique and Bill taxonomy to investigate customers' satisfaction toward 3C chain stores' service. The method is to survey and categorize customers' experience about satisfactory and dissatisfactory incidents that they encountered in 3C chain stores. The research result indicates that the major sources of satisfaction are unprompted and unsolicited employee actions, followed by response to other core service failures and employee response to customer needs and requests. In the sources of dissatisfactory incidents, the employee response to service failures tops the ranking, employee response to customer needs and requests followed behind, the least one are unprompted and unsolicited employee actions. According to these findings, this research provided concrete suggestions for 3C chain stores' administration, aims to improve their service quality and customer satisfaction.
期刊論文
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3.Bradbury, J. C.、Tranter, S.(2008)。Inconsistent Use of the Critical Incident Technique in Nursing Research。Journal of Advanced Nursing，64(4)，399-407。  new window
4.Butterfield, L. D.、Borgen, W. A.、Amundson, N. E.、Maglio, A.-S. T.(2005)。Fifty years of the critical incident technique: 1954-2004 and beyond。Qualitative Research，5(4)，475-497。  new window
5.Schluter, J.、Seaton, P.、Chaboyer, W.(2008)。Critical Incident Technique: A User's Guide for Nurse Researchers。Journal of Advanced Nursing，61(1)，107-114。  new window
6.van Dolen, W.、Lemmink, J.、Mattsson, J.、Rhoen, I.(2001)。Affective Consumer Responses in Service Encounters: The Emotional Content in Narratives of Critical Incidents。Journal of Economic Psychology，22(3)，359-376。  new window
7.Smith, Ruth Ann、Houston, Michael J.(1985)。A Psychometric Assessment of Measures of Scripts in Consumer Memory。Journal of Consumer Research，12(2)，214-224。  new window
8.朱炫璉、許郁青(20070500)。獎酬制度與經營績效之關係：以某3C零售業者為個案公司。當代會計，8(1)，35-49。new window  延伸查詢new window
9.林玥秀、黃文翰、黃毓伶(2003)。服務失誤及服務補救之類型分析--以台灣地區之餐廳為例。觀光研究學報，9(1)，39-58。  延伸查詢new window
10.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
11.劉財龍(20090500)。商店形象與服務補救對顧客滿意之影響：以量販店為例。輔仁管理評論，16(2)，119-158。new window  延伸查詢new window
12.Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin，51(4)，327-358。  new window
13.Andersson, B. E.、Nilsson, S. G.(1964)。Studies in the Reliability and Validity of the Critical Incident Technique。Journal of Applied Psychology，48(6)，398-403。  new window
14.Radford, M. L.(2006)。The Critical Incident Technique and the Qualitative Evaluation of the Connecting Libraries and Schools Project。Library Trends，55(1)，46-64。  new window
15.Sautter, E. T.、Hanna, J.(1995)。Instructional Development Using the Critical Incident Technique。Marketing Education Review，5(1)，33-40。  new window
16.Bitner, Mary Jo、Faranda, William T.、Hubbert, Amy R.、Zeithaml, Valarie A.(1997)。Customer contributions and roles in service delivery。International Journal of Service Industry Management，8(3)，193-205。  new window
17.Mattsson, J.(1994)。Improving Service Quality in Person-to-Person Encounters: Integrating Findings from a Multi-disciplinary Review。The Service Industries Journal，14(1)，45-61。  new window
18.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing，59(2)，71-82。  new window
19.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
20.Bitner, Mary Jo、Brown, Stephen W.、Meuter, Matthew L.(2000)。Technology infusion in service encounters。Journal of the Academy of Marketing Science，28(1)，138-149。  new window
21.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
22.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
23.林金定、嚴嘉楓、陳美花(20050600)。質性研究方法：訪談模式與實施步驟分析。身心障礙研究，3(2)，122-136。  延伸查詢new window
24.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
會議論文
1.Guiry, M.(1992)。Consumer and employee roles in service encounters。Provo, UT：Association for Consumer Research。666-672。  new window
學位論文
1.劉慕慈(2002)。證券承銷服務滿意關鍵因素之研究(碩士論文)。大葉大學。  延伸查詢new window
圖書
1.Holsti, Ole R.(1969)。Content Analysis for the Social Sciences and Humanities。Addison-Wesley Pub. Co.。  new window
其他
1.Fivar, G，Fitzpatric, R.(2001)。The Critical Incident Technique Bibliography，http://www.apa.org/psycinfo/cit-intro.pdf。  new window
2.江天虹(2007)。國際與本國 3C 連鎖通路商店形象、知覺服務品質對顧客滿意之研究--以BEST與燦坤之比較為例。  延伸查詢new window
3.林豐政、黃依婷(2009)。3C連鎖賣場顧客滿意與忠誠指標模式之建構--以宜蘭地區的顧客為例。  延伸查詢new window
4.許英傑、黃慧玲、劉鳳冠(2007)。創業精神、創業機會與零售業態創新：以燦坤3C連鎖店為例。  延伸查詢new window
5.黃慧玲、陳岳陽、許英傑(2007)。預購通路中消費者產品知覺品質、滿意度及忠誠度間之關係--不同零售通路型態的干擾效果。  延伸查詢new window
6.賴其勛、游志青、楊靜芳(2005)。旅館業服務接觸中顧客滿意與不滿意之來源--關鍵事件法之應用。  延伸查詢new window
7.Bäckström, K. & Johansson, U.(2006)。Creating and Consuming Experiences in Retail Store Environments: Comparing Retailer and Consumer Perspectives。  new window
8.Chu, H. L. ; Liu, S. Z.(2008)。The Impact of Manager Promotion Programs on Store Performance: Evidence from 3C Chain Stores in Taiwan。  new window
9.Feinberg, R. A. ; Ruyter, K. D. ; Trappey, C. ; Lee, T. Z.(1995)。Consumer-defined Service Quality in International Retailing。  new window
10.Fisher, S. & Oulton, T.(1999)。Critical Incident Technique in Library and Information Management Research。  new window
11.Glushko, R. J. & Tabas, L.(2008)。Bridging the "Front Stage" and "Back Stage" in Service System Design。  new window
12.Greenwell, T. C. ; Janghyuk, L. & Naeger, D.(2007)。Using the Critical Incident Technique to Understand Critical Aspects of the Minor League Spectator's Experience。  new window
13.Heinonen, K.(2008)。The Role of Digital Service Encounters on Customers' Perceptions of Companies。  new window
14.Ivarsson, B. ; Larsson, S. & Sjoberg, T.(2004)。Patients' Experiences of Support While Waiting for Cardiac Surgery. A Critical Incident Technique Analysis。  new window
15.Joao, I. M. & E. Costa, C. A. B.(2008)。Key Quality Dimensions from the Customer's Point of View: A Case Study in Two Portuguese。  new window
16.Johar, G. & Menon, G.(1993)。Yes, I Remember It Well...。  new window
17.Johnson, L.(2002)。An Application of the Critical Incident Technique in Gaming Research。  new window
18.Johnson, L.(2002)。Using the Critical Incident Technique to Assess Gaming Customer Satisfaction。  new window
19.Johnston, R.(2005)。Critical Incident Technique: Blackwell Encyclopedic Dictionary of Operations Management。  new window
20.Kim, H. N. ; Nussbaum, M. A. ; Seol, H. ; Kim, S. ; Smith-Jackson, T. L.(2006)。Risk Assessment of Panelized Wall Systems in Residential Construction Using Critical Incident Technique。  new window
21.Lin, W. B.(2007)。An Empirical of Service Quality Model from the Viewpoint of Management。  new window
22.Liu, J. & Liu, J.(2008)。An Empirical Study on the Relationship Between Service Encounter, Customer Experience and Repeat Patronage Intention in Hotel Industry。  new window
23.Petrick, J. F. ; Tonner, C. & Quinn, C.(2006)。The Utilization of Critical Incident Technique to Examine Cruise Passengers' Repurchase Intentions。  new window
24.Ronan, W. W. ; Latham, G. P.(1974)。The Reliability & Validity of the Critical Incident Technique: A Closer Look。  new window
 
 
 
 
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