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研究生:陳文義
研究生(外文):Wen-Yi Chen
論文名稱:餐飲業於旺季服務失誤與服務補救之研究-以主觀順序事件技術方法分析
論文名稱(外文):Service Failure and Service Recovery on Restaurant in Busy Season: An Analysis of Subjective Sequential Incidents Technique Method
指導教授:張景旭張景旭引用關係
指導教授(外文):Chin-Hsu Chang
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:2008
畢業學年度:96
語文別:中文
論文頁數:119
中文關鍵詞:服務失誤服務補救旺季
外文關鍵詞:service failureservice recoverybusy season
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學術界探討服務失誤與服務補救之議題,通常以關鍵事件技術(critical incident technique)方法分析,其概念抽取係以受訪者提供的整個故事為分析單位,每一個故事只抽取一個分析性的概念。
本研究則以主觀順序事件技術(subjective sequential incidents technique)方法分析,其概念抽取係以消費故事中顧客的新增負面情緒經驗為分析單位,在同一個故事內,抽取出許多各自獨立或具有相關聯性的分析概念。
本研究以餐飲業旺季案例,透過SSIT方法分析,發現造成服務失誤的六大氣點,包括引發事件氣點、回應不當氣點、隱性氣點、秘密偵察氣點、補救氣點、提醒性氣點。並進一步以(1)純粹歸納法分析服務失誤的類型,與文獻探討的服務失誤類型作比較。(2)理想型分析法分析服務失誤模組類型,尋求歷程補救模式。
In the academic world, the subjects of service failure and service recovery are researched usually by analyzing the method of Critical Incident Technique. Its concept is collected by analyzing the whole story provided by the interviewees. For each story only one analytical concept is collected. The analysis of this research is by the method of Subjective Sequential Incidents Technique. Its concept is collected by analyzing the experience of incremental negative emotion from the customers of the consumption stories and moreover a lot of individual or relevant analytical concepts are collected from the same story.
In this research, by analyzing the cases of restaurant in busy season by the method of SSIT, we’ve found out six main anger points that causing the service failure, i.e. anger points of raised event, anger points of improper response, anger points of invisibility, anger points of secret reconnaissance, anger points of remedy and anger points of prompt.
Furthermore we’ve done the following:
1. Comparing the types of service failure analyzed by Simple inductive Method with that of researching from the literatures.
2. Analyzing the types of module of service failure by Ideal Analysis for exploring the types of Process Remedy.
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............... 5
  第三節  研究流程............... 6
第二章  文獻探討................. 8
  第一節  服務的定義與特性........... 8
  第二節  服務接觸............... 9
  第三節   顧客經驗管理............. 12
第四節  服務失誤與服務補救.......... 15
  第五節  旺季探討............... 24
第三章  研究方法................. 32
  第一節  以主觀順序事件技術方法進行消費故事分析 32
  第二節  研究設計............... 33
第四章  資料分析與發現.............. 38
  第一節  氣點建構SSIT分析........... 38
  第二節  純粹歸納法分析與結果......... 39
  第三節  理想型方法分析與結果......... 53
第五章  結論與建議................ 77
  第一節  研究結論............... 77
  第二節  研究建議............... 81
參考文獻 ..................... 83
附錄A  訪談逐字稿................ 94
附錄B  SSIT分析................. 98
附錄C  氣點聯集表................ 104
附錄D  氣點標籤表................ 106
附錄E  模組副階段聯集表............. 112
一、中文部份

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林玥秀,黃文翰,黃毓伶(2003),服務失誤與服務補救之類型研究-以台灣地區之餐廳為例,觀光研究學報,9(1),39-58。

張景旭,朱寶青,范垂爐,張馨華(2006),服務失誤之引發事件與員工回應不當行為之研究-以顧客經驗管理為取向,關係管理研究,4,111-139。

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。

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陳信堂(2003),產業結構下政府就業服務制度與策略之探討,東海大學管理碩士在職專班未出版之碩士論文。

陳淑莉,董雅慧,何念軒(2005),新竹地區休閒民宿經營發展之調查研究,台灣地方鄉鎮觀光產業發展與前瞻學術研討會論文集(pp. 84-98),台北:景文科技大學旅運管理系。

陳曉菁(2001),服務接觸技術與顧客互動品質間關係之研究-以銀行服務為例,國立高雄第一科技大學行銷與流通管理系未出版之碩士論文。

黃蔚萱(2006),國際觀光旅館國人住宿需求季節性之研究,朝陽科技大學休閒事業管理系未出版之碩士論文。

2008年第1季工商企業經營概況季調查(2008),經濟部統計處[線上資料],來源:http://2k3dmz2.moea.gov.tw/GNWEB/news/
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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。

蔡宜娟(2005),考慮淡季及旺季需求之產能分配,國立交通大學工業工程與管理學系未出版之碩士論文。

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顏嘉禾(2002),澎湖聯外航空運輸問題之研究,國立成功大學交通管理科學研究所未出版之碩士論文。

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蘇瑋婷(2005),考慮外包價格及彈性之產能規劃,國立交通大學工業工程與管理學系未出版之碩士論文。

二、英文部份

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