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研究生:李若男
研究生(外文):Li Ruo-Nan
論文名稱:電信零售業服務失誤與服務補救:以自覺控制感觀點探討
論文名稱(外文):Service Failure and Service Recovery in Telecommunication Retailing: Perceived Control Analysis
指導教授:張景旭張景旭引用關係
指導教授(外文):Chung Jing-Shi
學位類別:碩士
校院名稱:大葉大學
系所名稱:人力資源暨公共關係學系
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:63
中文關鍵詞:服務失誤(service failure)知覺控制感(perceived control)主觀順序事件技術(subjective sequential incidents technique)
外文關鍵詞:Service FailurePerceived ControlSubjective Sequential Incidents Technique
相關次數:
  • 被引用被引用:2
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  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:4
儘管顧客服務中心普遍設立於企業內,但卻未能發揮部門功效,提升來電者的滿意度,因此,本研究以自覺控制感之概念為首,檢視電信零售業顧客服務中心,形成服務失誤之原因,結合「主觀順序事件技術」(Subjective Sequential Incidents Technique, SSIT)分析方法,建構隸屬於電信零售業的主觀遞送藍圖。
Although customer service center ubiquity, there are no studies panorama the determinants of caller satisfaction in the telecommunication. The research study uses service failure reason from perceived control. The research use Subjective Sequential Incidents Technique to analysis customer complain experience and establish subjective service deliver blueprint in customer service center.
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
第一章  緒論................... 1
  第一節  研究背景與動機............ 1
  第二節  研究目的............... 5
第二章  文獻探討................. 6
  第一節  服務失誤............... 6
第二節  顧客經驗管理............. 9
  第三節  自覺控制感.............. 12
第四節 關鍵時刻與服務遞送藍圖........ 16
第五節 顧客服務與客服中心.......... 18
第六節 劇場理論............... 19
第七節 服務補救............... 21
第三章 研究方法................. 25
第一節 研究工具............... 25
第二節 資料收集對象............. 27
第三節 資料分析方法............. 28
第四章 研究發現與資料分析............ 31
第一節 電信零售業之主觀服務遞送藍圖..... 31
第二節 電信零售業之氣點概念......... 33
第三節 服務失誤類型相關文獻之比較...... 36
第四節 研究發現............... 39
第五章 結論................... 41
第一節 研究結論............... 41
第二節 管理意涵............... 42
第三節 研究建議............... 46
第四節 後續研究之建議............ 47
參考文獻 ..................... 48
表目錄
表 1- 1 電信業者營運實績表................ 1
表 1- 2 我國就業人口結構表................ 2
表 1- 3 我國產業結構表 ................ 3
表 2- 1 電信零售業以Binter分類框架為取向的服務失誤... 7
表 2- 2 電信零售產業服務失誤分類表........... 8
表 2- 3 電信零售業檢舉問題................ 8
表 2- 4 自覺控制感之應用................ 15
表 2- 5 劇場理論的八個議題 ................ 21
表 3- 1 CIT與SSIT之簡略比較................ 26
表 3- 2 資料收集對象................. 27
表 3- 3 主觀事件順序技術之分析表格.......... 28
表 3- 4 初步單一階段聯集表.............. 29
表 3- 5 階段聯集表.................. 30
表 3- 6 產業主觀服務遞送藍圖............. 30
表 4- 1 電信零售業的主觀服務遞送藍圖......... 32
表 4- 2 涉及行政程序之回應不當氣點........... 34
表 4- 3 忽視顧客感受下的回應不當氣點.......... 35
表 4- 4 隱藏催討成份之回應不當氣點........... 35
表 4- 5 電信零售業服務失誤類型相關文獻之比較..... 38
表 4- 6 顧客服務中心服務失誤之相關文獻......... 40
表 5- 1 自覺控制感理論應運於顧客負面經驗........ 43
一、中文部分

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行政院主計處(2007),國情統計通報[線上資料],來源:http://www.dgbas.gov.tw/public/Data/722616192871.pdf。

行政院主計處(2007),人力資源調查統計結果[線上資料],來源:http:// www.dabas.gov.tw.org.tw/fp.asp-xItem =17152&ctNote=3248。

行政院主計處(2007),國情統計通報[線上資料],來源:http://www.dabas.gov.tw./public/Data/73221823671.pdf。

巫喜瑞,梁榮達(2005),餐飲服務業服務接觸要素對顧客反應之影響-劇場理論之觀點,顧客滿意學刊,1(2),183-216。

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吳懿雯(2005),服務業中顧客參與,情緒和滿意度間關係之研究-主題樂園為例,國立東華大學企業管理研究所碩士班未出版之碩士論文。

林素華(2006),電信業者的行動加值服務對關係品質與品牌忠誠度影響之研究,國立台灣科技大學企業管理系碩士班未出版之碩士論文。

林純如(2002),肝癌病患知覺控制感之探討,國立陽明大學社區護理研究所碩士班未出版之碩士論文。

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,國立台北科技大學商業自動化與管理研究所碩士班未出版之碩士論文。

梁禮卉(2004),美髮服務業中顧客參與之前因與結果探討,私立銘傳大學管理科學研究所碩士班未出版之碩士論文。

陳小美(2005),網路消費者知覺對非計畫性購買行為與再惠顧意願影響之探討-以某網路書店消費者為例,國立東華大學企業管理學系碩士班未出版之碩士論文。
陳盈如(2003),店舖、網路與宅配之服務傳送品質,國立成功大學企業管理研究所碩士班未出版之碩士論文。

曾夢珊(2006) ,客服中心服務品質對顧客滿意度與顧客忠誠度之影響-以A系統廠商為例,私立朝陽科技大學企業管理系碩士班未出版之碩士論文。

黃貞琇(2004),顧客服務中心對於企業經營績效影響之研究,私立大葉大學事業經營研究所碩士班未出版之碩士論文。

黃馨儀(2004),行動電話業服務失誤、服務補救、顧客滿意與顧客忠誠度關係之研究,私立長榮大學經營管理研究所碩士班未出版之碩士論文。
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