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研究生:李敏
研究生(外文):Min Lee
論文名稱:失誤類型、補救歸因和補救正義:一個腳本實驗研究
論文名稱(外文):Failure Type, Recovery Attributes, and Recovery Justice:A Study of Scenario Experiment
指導教授:張景旭張景旭引用關係
指導教授(外文):Jing-Shi Chung
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:2008
畢業學年度:96
語文別:中文
論文頁數:89
中文關鍵詞:失誤類型補救歸因正義腳本
外文關鍵詞:failure typerecoveryattributejusticescenario
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隨著全球化的發展,經濟的轉型是必然的趨勢,而服務業的成長也逐漸受到重視,人們對於服務的需求增加,服務的品質更為重要。本研究將以「正義理論」之概念,探討服務失誤及服務補救之組合,及事後歸因是否能夠有進一步發展的空間。
透過文獻的討論,將「服務失誤類型」及「服務補救措施」以不同的正義知覺方式呈現,藉由不同正義知覺的組合搭配,探討是否對補救滿意造成影響。本研究以情境腳本方式進行實驗,受測者藉由閱讀情境故事後,對補救滿意進行題項之回答,共有120位受測者接受實驗。而後藉由卡方分配及一般線性模式探討其交互作用效果。
實驗結果為補救措施對事後歸因產生影響;服務失誤類型及服務補救措施中不同的正義知覺組合,對於補救滿意雖未有顯著的交互效果,但主效果卻達顯著。經由本研究發現,當服務失誤產生,採取道歉的補救措施,其補救滿意高於只有採取實質賠償的補救措施。
Along with the globalized development, economical reforming is the inevitable tendency, but service industry growth also gradually receives takes seriously, the people increase regarding the service demand, the service quality is more important.This research by “the just theory” the concept, the discussion combination of service failure and serves recovery, and turns over to afterward whether can have further development space.
By the literature discussion, “the service fault type” and “the service remedial treatment” will present by the different just consciousness way, because of different just consciousness's combination matching, will discuss whether to recover satisfaction to have the influence. This research carries on the experiment by the situation script way, measuring after reading the situation story, to recovery satisfaction carries on a topic reply, altogether has 120 to accept measuring the experiment. Then discusses its correlation effect because of the card side assignment and the general liner model.
The experimental result to turns over to for the remedial treatment to have the influence afterward; Service fault type and in service remedial treatment different just consciousness combination, although has not had the remarkable interactive effect regarding recovery satisfaction, but the main effect actually reaches obviously. By way of this research discovery, when the service fault production, adopts the apology the remedial treatment, its recovery satisfaction is higher than only then adopts the substantive compensation the remedial treatment.
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 ....................... ix
第一章  緒論.................... 1
  第一節  研究背景與動機............. 1
  第二節  研究目的................ 2
第二章  文獻探討.................. 4
  第一節 服務失誤................ 4
第二節 服務補救................ 9
第三節 歸因理論..................14
第四節 正義理論.................. 18
第三章 研究方法.................. 21
  第一節 研究架構................ 21
  第二節 研究假設................ 22
第三節 變數定義與衡量............... 25
第四節 實驗設計.................. 28
第五節 資料收集.................. 30
第六節 統計分析方法................ 32
第四章 資料分析.................. 34
  第一節  信度分析................ 34
  第二節  敘述性統計分析............. 34
  第三節   服務補救與補救歸因之關係...... 39
第四節  失誤類型及補救措施對補救滿意之交互效果... 43
第五章 結論與建議................. 58
  第一節 研究假設結果.............. 58
  第二節  研究結果討論.............. 58
  第三節  研究意涵................ 61
  第四節  管理實務意涵.............. 63
  第五節  研究限制及未來研究方向......... 64
參考文獻 ...................... 66
附錄A 研究問卷(情境一).............. 76
附錄B 研究問卷(情境二).............. 80
附錄C 研究問卷(情境三).............. 82
附錄D 研究問卷(情境四).............. 84
附錄E 研究問卷(情境五).............. 86
附錄F 研究問卷(情境六).............. 88

表目錄
表 3-1 補救滿意之問項................ 27
表 3-2 服務失誤類型中正義知覺之情境組合........... 29
表 3-3 服務補救措施中正義知覺之情境組合........... 29
表 3-4 實驗情境組合..................... 30
表 4-1 本研究變項之Cronbach α值............. 34
表 4-2 有效樣本之性別分佈.................. 35
表 4-3 有效樣本之年齡、年級分佈............... 36
表 4-4 有效樣本之居住地區分佈................ 37
表 4-5 有效樣本之搭乘經驗分佈................ 37
表 4-6 有效樣本之每月可支配所得分佈............. 38
表 4-7 失誤類型對失誤責任歸屬歸因之卡方分配......... 39
表 4-8 補救措施對補救後責任歸屬歸因之卡方分配........ 40
表 4-9 失誤類型及失誤歸因交叉分配表............. 41
表 4-10 補救措施及補救後歸因交叉分配表............ 42
表 4-11 各實驗情境之失誤類型及補救措施整理.......... 43
表 4-12 失誤類型及補救措施對補救滿意之變異數分析表...... 44
表 4-13 失誤*補救對補救滿意項1之雙因子變異數分析表...... 46
表 4-14 失誤*補救對補救滿意項2之雙因子變異數分析表...... 48
表 4-15 失誤*補救對補救滿意項3之雙因子變異數分析表...... 50
表 4-16 失誤*補救對補救滿意項4之雙因子變異數分析表...... 52
表 4-17 失誤*補救對補救滿意項5之雙因子變異數分析表...... 54
表 4-18 失誤*補救對補救滿意項6之雙因子變異數分析表...... 56
表 5-1 研究假設結果..................... 58


圖目錄
圖 3-1 本研究之研究架構圖.................. 22
圖 4-1 失誤類型與補救措施對補救滿意之交互效果........ 45
圖 4-2 失誤類型與補救措施對補救滿意項1之交互效果...... 47
圖 4-3 失誤類型與補救措施對補救滿意項2之交互效果.......49
圖 4-4 失誤類型與補救措施對補救滿意項3之交互效果.......51
圖 4-5 失誤類型與補救措施對補救滿意項4之交互效果.......53
圖 4-6 失誤類型與補救措施對補救滿意項5之交互效果.......55
圖 4-7 失誤類型與補救措施對補救滿意項6之交互效果.......57
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