臺灣博碩士論文加值系統

關於餐飲業的「服務失誤」與「服務補救」，以往文獻大多以「關鍵性事件」法來探討相關議題。自從有人應用「主觀順序事件技術」法，從顧客的觀點，以餐飲業的總業態，來探討「服務失誤」與「服務補救」之後，確實令人耳目一新。
本研究於是借助「主觀順序事件技術」法，並以餐飲業的一個細項，即自助餐廳的業態，作為研究標的，應用串列理想類型模組，來探討各種可能發生或已經存在的服務失誤，並謀求補救之道。
初步研究發現，以串列理想類型模組來分析顧客負面情緒的發展脈絡，會呈現多組不同的連續性模組。進一步將此研究結果一一列出，並與相關文獻所臚陳的「服務失誤」與「服務補救」案例進行對照比較。最後以此研究心得，針對事業人力資源管理，提出管理學上的些許粗淺見解。

In relation to “service failure and service recovery” in food service industry, most articles published in the previous literature thereby explored these issues by means of “Critical Incident Technique, CIT”. Since some researchers applied “Subjective Se-quential Incident Technique, SSIT” in similar studies, and explored these issues aiming at the food service industry as a whole, the technique surely has given us a completely new impression.
Although this research also adopted SSIT, we explored these issues aiming at a de-tailed branch in food industry, buffet restaurants, through a series of ideal typical molds.
This research has found that if we analyze the developing sequence of customers’ negative feelings, we can get many different sequential emotional experience molds. Then, we compared these results to the cases of service failure and service recovery presented in the related literature. Finally, we applied what we gained form this research in the study of human power resource management in business, and submitted some crude ideas about business management.

內容目錄
中文摘要　．．．．．．．．．．．．．．．．．．．．． iii
英文摘要　．．．．．．．．．．．．．．．．．．．．． iv
誌謝辭　　．．．．．．．．．．．．．．．．．．．．． v
內容目錄　．．．．．．．．．．．．．．．．．．．．． vi
表目錄　．．．．．．．．．．．．．．．．．．．．．． vii
圖目錄　　．．．．．．．．．．．．．．．．．．．．． ix
第一章　　緒論．．．．．．．．．．．．．．．．．．． 1
　　第一節　　研究背景與動機．．．．．．．．．．．． 1
　　第二節　　研究問題與目的．．．．．．．．．．．． 3
第二章　　文獻探討．．．．．．．．．．．．．．．．． 7
　　第一節　　服務接觸．．．．．．．．．．．．．．． 7
　　第二節　　服務失誤．．．．．．．．．．．．．．． 10
　　第三節　　服務補救．．．．．．．．．．．．．．． 19
　　第四節　　自助式餐廳．．．．．．．．．．．．．． 26
第三章　　研究方法．．．．．．．．．．．．．．．．． 28
　　第一節　　研究對象．．．．．．．．．．．．．．． 28
　　第二節　　研究方法．．．．．．．．．．．．．．． 29
　　第三節　　研究設計．．．．．．．．．．．．．．． 31
第四章　　研究分析與發現．．．．．．．．．．．．．． 40
第一節　　階段名稱與氣點類型．．．．．．．．．． 41
第二節　　理想氣點類型模組．．．．．．．．．．． 44
第三節　　研究發現．．．．．．．．．．．．．．． 71
第五章　　結論與建議．．．．．．．．．．．．．．．． 82
　　第一節　　串列式理想型模組與文獻之比較．．．．． 82
　　第二節　　結論．．．．．．．．．．．．．．．．． 88
　　第三節　　理論意涵．．．．．．．．．．．．．．． 90
　　第四節　　研究限制與建議．．．．．．．．．．．． 92
參考文獻　．．．．．．．．．．．．．．．．．．．．． 94
附錄A　　SSIT表格 ．．．．．．．．．．．．．．．． 108
附錄B　　階段聯集表 ．．．．．．．．．．．．．．．． 112
附錄C　　特定階段氣點聯集表(初稿) ．．．．．．．． 120
附錄D　　特定階段氣點聯集表(定稿) ．．．．．．．．． 121
附錄E　　情節分析表附錄 ．．．．．．．．．．．．．． 122


表目錄
表 3-1 SSIT分析表格．．．．．．．．．．．．．．．．． 34
表 3-2 階段聯集表．．．．．．．．．．．．．．．．．． 35
表 3-3 特定階段氣點聯集表(初稿) ．．．．．．．．．． 36
表 3-4 特定階段氣點聯集表(定稿) ．．．．．．．．．． 36
表 3-5 情節分析表．．．．．．．．．．．．．．．．．． 37
表 3-6 主觀服務遞送藍圖．．．．．．．．．．．．．．． 38
表 4-1 研究對象基本資料及餐廳類型明細表 ．．．．．．．40
表 4-2 階段定義．．．．．．．．．．．．．．．．．．． 42
表 4-3 情節分析表．．．．．．．．．．．．．．．．．． 45
表 4-4 情節分析表．．．．．．．．．．．．．．．．．． 47
表 4-5 情節分析表．．．．．．．．．．．．．．．．．． 47
表 4-6 情節分析表．．．．．．．．．．．．．．．．．． 48
表 4-7 主觀服務遞送藍圖．．．．．．．．．．．．．．． 49
表 4-8 回應不當行為統計表．．．．．．．．．．．．．． 72
表 4-9 補救氣點分析表．．．．．．．．．．．．．．．． 76
表 4-10 補救氣點特徵定義表．．．．．．．．．．．．．． 81
表 5-1 自助式餐廳理想類型串列模組與文獻比較表．．．． 83
表 5-2 自助式餐廳服務補救氣點與文獻比較表 ．．．．．．87


圖目錄
圖 3-1 氣點模組概念圖．．．．．．．．．．．．．．．．39
圖 4-1 回應不當的順序發展關係與趨勢圖 ．．．．．．． 75

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