臺灣博碩士論文加值系統

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

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