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外文摘要
引文資料
題名:
服務失誤及服務補救之類型分析--以臺灣地區之餐廳為例
書刊名:
觀光研究學報
作者:
林玥秀
/
黃文翰
/
黃毓伶
作者(外文):
Lin, Yueh-hsiu
/
Huang, David
/
Huang, Yu-ling
出版日期:
2003
卷期:
9:1
頁次:
頁39-59
主題關鍵詞:
服務接觸
;
服務失誤
;
服務補救
;
關鍵事件技術法
;
Service encounter
;
Service failure
;
Service recovery
;
Critical incident technique
;
CIT
原始連結:
連回原系統網址
相關次數:
被引用次數:期刊(
10
) 博士論文(
2
) 專書(0) 專書論文(0)
排除自我引用:
10
共同引用:
43
點閱:49
在餐飲服務中失誤難以避免。了解顧客態度與反應及失誤發生後,如何補救以提高滿意度及後續消費意願,對業者十分重要。有鑑於餐飲業市場龐大,本研究以國內餐廳為研究範圍,針對曾遭受服務失誤經驗的民眾為受訪對象,進行關鍵事件收集。描述失誤情形並了解補救方式、對消費者影響嚴重性、補救處理滿意度。本研究目的:1.蒐集餐廳服務失誤並予分類;2.測量該失誤對消費者影響嚴重程度;3.蒐集餐廳補救措施並予分類;4.測量顧客對補救措施的滿意度及後續再購意願;5.提出服務補救的對策,以供業界參考。本研究運用關鍵事件技術法蒐集815 份事件,整理出三大類22 個餐飲服務失誤細項、16項餐飲服務補救措施。欺騙顧客(平均嚴重程度為8.0)、訂位失誤(7.14)、政策認知差異(7.14)等前三項失誤對消費者影響的嚴重性最高。消費全部免費 (平均滿意程度為9.0)、提供折扣 (7.27)、額外補償 (7.16)等三項服務補救滿意度最高,錯誤擴大 (1.0)滿意度最低。最後提出服務補救建議,以供業界參考。
以文找文
Among all of the businesses in the hospitality industry, the interactions between customers and employees in restaurants are perhaps the most complex. Due to the prodigious variability among products, customers, and employees in this type of business, the line between product and service becomes easily blurred, thus increasing the risk of service failures during the process of service delivery. To maintain high levels of customer satisfaction and loyalty, it is imperative for practitioners to rectify their mistakes through the utilization of effective recovery strategies when such a defect or failure does occur. The current study intends to develop a series of classification schemes of food service failure and recovery strategies for the sit-down restaurant in Taiwan by: (1) identifying and classifying failures within the restaurants: (2) measuring the seriousness of these failures; (3) identifying and classifying recovery strategies employed by practitioners to correct failures; (4) measuring customer satisfaction with each respective recovery strategy and subsequent retention rates; and (5) examining the effectiveness of recovery strategies. Data were gathered from face-to-face interviews with 853 Taiwanese above the age of 15 years-old who reported to have experienced service failure experiences in the last 12 months, and who, as a group, were found to moderately represent the sex and age distribution of the total Taiwanese population by quota sampling methods. Each respondent was asked to describe the service failure and recovery experienced and to rate the seriousness of the influence of the incident and the effectiveness of the recovery. In all, twenty-two types of service failures and sixteen types of recovery strategies were identified. Among the results, it was found that "deceiving guests" was the most serious failure, followed by "reservation mistakes," and "unclear policies". Moreover, "free food" received the highest satisfaction, followed by "providing discounts, and "correction plus", while "failure escalation" received the lowest satisfaction. A discussion of the findings and recommendations for restaurant managers in the Taiwanese restaurant business are provided in the final section.
以文找文
期刊論文
1.
鄭紹成(19990600)。服務失誤、服務補救、與購買意圖之研究。東吳經濟商學學報,25,61-92。
延伸查詢
2.
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。
3.
Bitner, M. J.(1990)。Evaluating Service Encounter: The effects of physical surroundings and employee response。Journal of Marketing,54(2),69-82。
4.
魏正元(19951200)。以人員為核心的服務接觸之研究:互動模式的探索。中山管理評論,3(4),76-95。
延伸查詢
5.
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。
6.
Tax, S. S.、Brown, S. W.(1998)。Recovery and learning from service failure。Sloan Management Review,55(4),75-88。
7.
Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1993)。More on improving service quality measurement。Journal of Retailing,69(1),140-147。
8.
Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing,70(3),201-230。
9.
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。
10.
Chell, Elizabeth、Pittawaya, Luke(1998)。A study of entrepreneurship in the restaurant and café industry: exploratory work using the critical incident technique as a methodology。International Journal of Hospitality Management,17(1),23-32。
11.
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。
12.
Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business,9(3),10-14。
13.
Stauss, B.(1993)。Service problem deployment: Transformation of problem information into problem preventive activities。International Journal of Service Industry,4(2),41-62。
14.
Firnstahl, Timothy W.(1989)。My Employees are My Service Guarantee。Harvard Business Review,67(4),28-32。
15.
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。
16.
Bitner, Mary Jo、Booms, Bernard H.、Tetreault, Mary Stanfield(1990)。The Service Encounter: Diagnosing Favorable & Unfavorable Incidents。Journal of Marketing,54(1),71-84。
17.
Flanagan, John C.(1954)。The Critical Incident Technique。Psychological Bulletin,51(4),327-358。
18.
Perreault, W. D. Jr.、Leigh, L. E.(1989)。Reliability of nominal data based on qualitative judgments。Journal of Marketing Research,26(2),135-148。
19.
Booms, Bernard H.、Bitner, Mary Jo(1982)。Marketing Services by Managing the Environment。Cornell Hotel and Restaurant Administration Quarterly,23(1),35-40。
20.
Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing,67(4),420-450。
21.
Shostack, G. Lynn(1977)。Breaking Free from Product Marketing。Journal of Marketing,41(2),73-80。
22.
Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。
23.
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。
24.
Bejou, David、Palmer, Adrian(1998)。Service Failure and Loyalty: An Exploratory Empirical Study of Airline。Journal of Services Marketing,12(1),7-22。
25.
Bitner, Mary Jo、Booms, Bernard Henry、Mohr, Lois A.(1994)。Critical Service Encounters: The Employee's Viewpoint。Journal of Marketing,58(4),95-106。
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。
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。
28.
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。
29.
Goodman, J.(1989)。The Nature of Customer Satisfaction。Quality Progress,22(2),37-40。
學位論文
1.
藍春發(2001)。台灣外食習慣對環境之影響--以便當為例(碩士論文)。國立臺灣大學。
延伸查詢
2.
施柏均(2000)。服務失誤、服務補救、顧客滿意與購買意願之探討--以北部地區行動電話服務業為例(碩士論文)。國立台北科技大學。
延伸查詢
3.
鄭紹成(1997)。服務業服務失誤、挽回服務與顧客反應之研究(博士論文)。文化大學。
延伸查詢
圖書
1.
高秋英(1994)。餐飲服務。台北:揚智文化事業股份有限公司。
延伸查詢
2.
王文科(1999)。教育研究法--民族誌研究。臺北:五南圖書出版公司。
延伸查詢
3.
Albrecht, K.、Zemke, R.(1985)。Service America!。Chicago。
其他
1.
行政院主計處(2001)。民國89年臺灣地區人口年齡分布。
延伸查詢
2.
行政院經濟部(2002)。經濟統計指標目錄--商業營業額。
延伸查詢
3.
李一民(1998)。自員工角度以定性法探討服務品質--以台北遠束國際大飯店為例。
延伸查詢
4.
林玥秀(2000)。餐飲行銷管理。
延伸查詢
5.
林玥秀、劉元安、孫瑜華、李國立、林連聰(2000)。餐館與旅館管理。
延伸查詢
6.
林玥秀、黃文翰(2001)。我國餐飲業服務失誤與服務補救類型研究--關鍵事件技術法的應用。
延伸查詢
7.
蔣麗君(1999)。國內百貨公司顧客抱怨原因之實證研究。
延伸查詢
8.
顧志遠(1995)。服務業系統設計與作業管理。
延伸查詢
9.
Asker, D. A., & Day, G. S.(1990)。Marketing Research。
10.
Callan, R. J.(1998)。The critical incident technique in hospitality research: an illustration from the UK lodge sector。
11.
De Lisser, E.(1993)。Today’s specials include customer satisfaction。
12.
Dickens, J.(1987)。The fresh cream cakes market: the use of qualitative research as part of a consumer research program。
13.
Goodman, J.(1986)。Technical Assistance Research Programs。
14.
Gremler, D. & Bitner, M. J.(1992)。Classifying service encounter satisfaction across industries。
15.
Ronan, W. W. & Latham, G. P.(1974)。The reliability & validity of the critical incident technique: A closer look。
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