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研究生:王貴正
論文名稱:服務補救等待時間對於服務補救滿意度影響之研究
指導教授:鄭紹成鄭紹成引用關係
學位類別:碩士
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2001
畢業學年度:89
語文別:中文
論文頁數:80
中文關鍵詞:服務補救等待時間滿意度等待時間知覺等待時間情緒
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服務補救是影響顧客滿意度的一個重要因素,經由有效的補救,可與顧客進行溝通,顧客會相信服務提供者承認其錯誤,而將服務失誤的負面效果減緩,轉移顧客歸咎失誤的方向,是故補救措施的正面效果,可降低原始失誤所帶給顧客的不良效果。而等待在日常生活中是很常見之現象,但是等待對大部分顧客而言,等待為一種負面的經驗;對企業而言,等待使顧客對企業的服務品質與形象呈現負面評價。
本研究旨在探討服務補救等待時間對於服務補救滿意度之干擾效果,以了解服務補救等待時間對於服務補救滿意度之影響。本研究之主要結果有四:1. 在不同的服務補救等待時間下,顧客在服務補救滿意度的衡量上無顯著性的差異。2. 在填補服務補救等待時間與無填補服務補救等待時間的狀況下,顧客在等待時間知覺與等待情緒反應上無顯著性的差異。3. 顧客在等待服務補救時之等待時間知覺與等待情緒反應顯著影響顧客對於服務補救滿意度之衡量。4. 顧客之服務補救滿意度顯著影響顧客的再購意願與口碑。
本研究結果顯示,在服務補救滿意度之影響上,服務失誤及服務補救措施的影響程度大於服務補救等待時間。以及在服務補救之等待時間知覺與等待情緒反應之影響上,服務失誤及服務補救措施的影響程度大於是否填補服務補救等待時間。
Service recovery is an important factor of affecting customer’s satisfaction. Cus-tomers believe service provider’s failure through affective service recovery and communication, then reduce the negative effect of service failure. So affective service re-covery will reduce the negative effect of service failure to customers. Waiting is com-mon phenomenon in daily life. For most customers, waiting for service is generally perceived to be a negative experience. And for business, having customers wait might lead to negative evaluations of service performance and image.
The study intends to find out the satisfaction of service recovery to time of waiting service recovery. Then understand the effect of satisfaction of service recovery to time of waiting service recovery. This study was found that satisfaction of service recovery was not significantly different in different groups of waiting time of service recovery. Customers’ perception of waiting time and affective reactions were not significantly different between filled and non-filled waiting time of service recovery. Customers’ perception of waiting time and affective reactions had significantly effect satisfaction of service recovery. And customers’ satisfaction of service recovery had significantly ef-fect repurchase intention and mouth.
This study was found that service failure and service recovery affect satisfaction of service recovery more than waiting time of service recovery. And service failure and service recovery affect customers’ perception of waiting time and affective reactions more than filled or non-filled waiting time of service recovery.
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  .....................viii
圖目錄  .....................xi
第一章  緒論...................1
  第一節  前言.................1
第二節 研究目的...............3
第三節 研究限制...............4
第二章  文獻探討.................6
  第一節  服務補救...............6
  第二節  顧客滿意度..............12
  第三節  服務等待...............21
第四節  填補等待時間.............25
第三章  研究方法.................33
  第一節  研究架構...............33
  第二節  變數之操作性定義...........34
第三節 研究假設...............37
第四節 研究設計...............37
第五節 樣本設計...............38
第六節 資料分析方法.............38
第四章  資料分析.................40
第一節  信度分析...............40
第二節  服務補救等待時間對於服務補救滿意度衡量
之影響分析..............41
第三節  填補服務補救等待時間與否對於等待時間知
覺及等待情緒反應之影響分析......50
第四節  服務補救等待時間知覺及等待情緒反應對於
服務補救滿意度之影響分析.......58
第五節  服務補救滿意度對於再購意願及口碑之影響
分析.................59
第五章  結論與建議................61
第一節  研究結論...............61
第二節  研究建議...............65
第三節  後續研究建議.............67
參考文獻 .....................68
附錄A  研究問卷..................79
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