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研究生:沈國琛
研究生(外文):Guo-Chen Shen
論文名稱:醫療業服務失誤與服務補救:顧客經驗管理趨向之研究
論文名稱(外文):Service Failure and Service Recovery in Hospitality Industry:The Research of the CEM Approach
指導教授:張景旭張景旭引用關係
指導教授(外文):Jing-Shyu Jhang
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碩士在職專班
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:133
中文關鍵詞:服務失誤服務補救顧客經驗管理
外文關鍵詞:service failureservice recoverycustomer experience management
相關次數:
  • 被引用被引用:7
  • 點閱點閱:337
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
本研究藉由醫療業有關急診或緊急事件服務失誤的案例,以顧客經驗管理取向,建構醫療業主觀服務遞送藍圖,及其管理意涵,而且將主觀遞送藍圖與傳統文獻所提的客觀遞送藍圖做比較。
從十四個故事案例中,運用主觀順序事件技術分析(Subjective Sequential Incidents Technique, SSIT)後,發現負面顧客經驗可區分11個階段,86個氣點,這些負面情緒經驗,經歸納計有 「隱性氣點」、「引發事件氣點」、「回應不當氣點」、「戲劇論氣點」、「補救氣點」、「連結氣點」、「提醒性氣點」。
經將主觀服務遞送藍圖與傳統文獻客觀遞送藍圖比較結果,前者在藍圖中發現顧客的深層經驗,而傳統文獻著重在作業流程,工作項目的檢查或清單,故本研究可提供管理者另類服務藍圖作為管理之參考。
According to the customer experience management tendency,this study is con-structing the subjective service deliver blueprint and management intention of medical industry by way if those fault cases about emergency services. Besides,it also compare subjective service deliver blueprint with objective service deliver blueprint.
To make sure use of SSIT from 14 cases,we can find that reverse customer ex-perience can be divided into 11 phases and 86 spots. Those reverse emotion experiences are including 「hide spot」、「initiation event spot」、「improper respond spot」、「play ism spot」、「remedy spot」、「connection spot」and 「warning spot」.
After compares subjective service deliver blueprint with objective service deliver blueprint,we have got the result as the following:the customer’s deep experience is found in subjective service deliver blueprint,and traditional documents are focusing on operation processes、checks on work items or lists. This study can provide some dif-ferent kinds of service blueprint references for administrators.
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  研究動機及背景............ 1
  第二節  研究目的............... 3
第二章  文獻探討................. 5
  第一節  服務失誤............... 5
  第二節  服務補救............... 12
  第三節  顧客經驗管理............. 15
  第四節  關鍵事件分析法............ 19
  第五節  關鍵時刻、服務藍圖.......... 20
  第六節  劇場理論............... 23
第三章  研究方法................. 26
  第一節  研究設計............... 26
  第二節  研究對象............... 26
  第三節  步驟分析............... 27
  第四節  SSIT分析原則............. 30
第四章  研究分析與發現.............. 32
  第一節  顧客負面情緒的分類框架........ 32
  第二節  醫療業之主觀服務遞送藍圖....... 34
  第三節  醫療業主觀服務遞送藍圖與一般傳統研究所得的遞送藍圖比
       較...........47
第五章  結論與建議................ 55
  第一節  結論................. 55
  第二節  管理意涵............... 56
  第三節  研究限制............... 57
  第四節  對後續研究者建議........... 58
參考文獻 ..................... 59
附錄A  醫療業SSIT表格 ............. 71
附錄B  本研究醫療業聯集表............ 122


表目錄
表 1- 1 服務疏失/服務失誤 之研究行業分類統計表 ...2
表 2- 1 國內學者對醫療業服務失誤主要研究成果與管理意   
     涵......................9

表 3- 1 研究對象內容及特徵分類表.......... 27
表 3- 2 主觀事件順序分析法表格........... 28
表 3- 3 單一階段聯集表:初稿............ 29
表 3- 4 階段聯集表:正式格式............ 29
表 4- 1 醫療業主觀服務遞送藍圖總表......... 34
表 4- 1 比較表................... 47
表 A-1 個案一................... 71
表 A-2 個案二................... 76
表 A-3 個案三................... 83
表 A-4 個案四................... 88
表 A-5 個案五................... 94
表 A-6 個案六................... 96
表 A-7 個案七................... 98
表 A-8 個案八................... 101
表 A-9 個案九................... 105
表 A-11 個案十................... 110
表 A-11 個案十一.................. 112
表 A-12 個案十二.................. 115
表 A-13 個案十三.................. 117
表 A-14 個案十四.................. 119
表 B-1 第1-3階段聯集表............... 122
表 B-2 第4階段聯集表 ............... 123
表 B-3 第5階段聯集表 ............... 126
表 B-4 第6階段聯集表............... 129
表 B-5 第7-8階段聯集表 .............. 130
表 B-6 第9階段聯集表............... 132
表 B-7 第10-11階段聯集表............. 133
一、中文部份

丁敦吟(2004),以執行面探討顧客體驗管理對顧客經驗價值影響之研究,私立南華科技大學行銷與流通管理研究所未出版之碩士論文。

王莉華(2004),顧客對不同醫療服務缺失之歸因、嚴重度認知與行為反應之研究,國立台大醫療機構管理研究所未出版之碩士論文。

吳兆玲(1999),國內航空服務業服務疏失補救、疏失事件歸因與顧客滿意反應間關係之研究,國立中山大學企業管理研究所未出版之碩士論文。

吳錦棉(2002),國內醫療服務缺失及服務補救現況之探討-以桃園縣區域醫院為例,私立元智大學管理研究所未出版之碩士論文。

林株啟(2006),學校與醫療服務接觸與服務疏失:關鍵事件分析法與敘事分析法之比較,私立大葉大學人力資源暨公共關係研究所未出版之碩士論文。

侯俊德(2002),高雄市緊急醫療資訊系統建立與評估之初期研究-相關人員滿意度調查,私立義守大學管理研究所未出版之碩士論文。
凌儀玲,黃俊英(1998),醫療服務接觸之劇場觀點,Hospital,31(5),33-42。

張景旭,張馨華(2006),服務經濟轉型下的「重要事件技術」爭議與對策:「主觀順序事件技術」之提出,關係管理研究,3,49-76。

陳妙華(1999),服務補救、認知公平、與客戶滿意再購意願關係之研究,私立東吳大學企業管理研究所未出版之碩士論文。

陳祈宏(2003),服務缺失、服務補救、顧客滿意度與顧客忠誠度關係之研究-以醫療產業為例,國立台北科技大學生產系統工程與管理研究所未出版之碩士論文。

廖森貴(2002),服務缺失、補救與客戶反應之研究,台北科技大學學報,35(1),245-259。

廖森貴(2002),服務缺失、補救與客戶反應之研究,台北科技大學學報,35(1),246-268。

劉宗其(2001),服務失誤類型、補償措施與再惠顧率之探索性研究-以CIT法應用於餐飲業為例,管理評論,20(1),65-97。

劉宗其,李奇勳,黃吉村,渥頓(2001),服務失誤類型、補償措施與再惠顧率之探索性研究-以CIT法應用於餐飲業為例,管理評論,20(1),65-97。

鄭紹成(1997),服務業服務失誤、挽回服務與顧客反應之研究,私立中國文化大學國際企業管理研究所未出版之碩士論文。

鄭紹成(1998),「服務失誤類型之探索性研究~零售服務業顧客觀點」,管理評論,17(2),25-43。

鄭紹成(2002),服務補救滿意構面之探索性研究,管理評論,20(3),49-68。

鄭紹成(2002),服務補救滿意構面之探索性研究,管理評論,21(3),49-68。

韓維中(2000),服務缺失、顧客歸因與補救回復之滿意度模式,國利台大商學研究所未出版之碩士論文。

簡明慧(2004),醫院顧客抱怨處理機制之研究-以台北市某醫學中心檔案為例,國立陽明大學醫務管理研究所未出版之碩士論文。

簡明慧(2004),醫院顧客抱怨處理機制之研究-以台北市某醫學中心檔案為例,國立陽明大學醫務管理研究所未出版之碩士論文。

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