(3.238.235.155) 您好!臺灣時間:2021/05/11 03:05
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:林泉宏
研究生(外文):Chuan-Hung Lin
論文名稱:國際快遞業服務失誤與補救措施類型之研究:以T公司為例
論文名稱(外文):The Research on Service Failure and Service Recovery of International Express Industry: Using T International Express as an Example
指導教授:鄭菲菲鄭菲菲引用關係
口試委員:謝焸君吳金山
口試日期:2016-06-30
學位類別:碩士
校院名稱:國立中興大學
系所名稱:高階經理人碩士在職專班
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:2016
畢業學年度:104
語文別:中文
論文頁數:53
中文關鍵詞:服務失誤補救措施
外文關鍵詞:Service FailureService Recovery
相關次數:
  • 被引用被引用:0
  • 點閱點閱:76
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
隨著國際快遞市場的競爭日趨白熱化,如何有效地提供穩定的服務品質並縮短貨物遞送的時間將是國際快遞業者未來主要的策略思考方向。本研究以服務失誤與補救措施之觀點切入,試圖建立國際快遞業的產品服務策略研究模式,作為國際快遞業者服務品質改善策略擬定之參考。
本研究以國際快遞業之服務失誤為研究標的,首先以所有國際貨物運送服務指標為主要要素,將運送過程發生失誤的數據加以整理與分析,最後彙總為八項國際快遞服務之主要運送失誤,並針對顧客抱怨、補救措施之方法,進行各項運送失誤的重要性評估,以及特定產業別面對不同的服務失誤時,其抱怨種類與補救類型之關聯性分析,完成之後再與T公司現有客戶之交易規模相互比對,以獲得其行銷業務資訊,用以進行產品銷售服務設計與年度目標策略訂定。本研究結果發現,不同的服務失誤類型與不同的服務補救類型有顯著差異,不同的服務補救類型與客戶保留類型有顯著差異;以客戶產業別來區分時,禮品百貨業的不同的服務補救類型與客戶保留類型有顯著差異;以客戶交易規模類型來區分時,少量交易客戶之不同的服務補救類型與客戶保留類型有顯著差異,根據以上的分析結果,可為國際快遞業者內部客戶服務人員發展出服務品質改善之策略。

With the increasing competition of international express industry, how to effectively offer constant service quality and shorten shipping time become significant essentials for future international express industry. This study aims to propose a product and service research model by investigating the service failure and service recovery, further to provide strategic improvement suggestions for international express couriers.
In this study, service failure of international express is used as research subject. Firstly, this study considered all the shipping service indicators of T international express company as considerable elements; then consolidated and analyzed the data of service failure caused during shipping processes. Accordingly, 8 indicators are defined as main service failure factors. The author further assessed service failure through customer complaint types and service recovery approaches; performed correlation analysis between complaint and recovery of a specific industry with diverse service failures. Finally, this study compared the mentioned analyzed results with the transaction size of existing customers of T express company to obtain marketing and sales information for products, sales, and services design as well as annual strategic objectives setting. This research found that service failure and service recovery are with significant difference, service recovery and customer retention type exhibits significant difference. While dividing by industrial type of customer, gift and grocery companies demonstrate significant difference between service recovery and customer retention type. For customer size, service recovery and customer retention display significant difference in less transaction group. These findings apply implication in developing service improvement strategies for internal customer service representatives of international express couriers.

第一章 緒論 1
1.1 研究背景及動機 1
1.2 研究目的及範圍 2
第二章 文獻探討 3
2.1 國際快遞 3
2.2 服務失誤 4
2.2.1 服務失誤的定義 4
2.2.2 服務失誤的嚴重性 5
2.2.3 服務失誤的類別 5
2.2.4 服務失誤的影響 7
2.3 顧客抱怨的意義 8
2.3.1 顧客抱怨的種類 8
2.3.2 顧客抱怨的重要性 9
2.4 服務補救措施 9
2.4.1 服務補救措施的定義 9
2.4.2 服務補救措施的分類與方法 10
第三章 研究方法 11
3.1 研究架構 11
3.2 資料蒐集 12
3.3 操作型定義 15
3.4 研究假說 18
3.5 資料分析 20
第四章 假說檢定 21
4.1 研究樣本輪廓說明 21
4.2 研究樣本數據分析 24
4.3 假說檢定 28
第五章 結論與建議 42
5.1 研究結果與討論 42
5.2 管理意涵 45
5.3 研究建議與研究限制 48
一、中文文獻 50
二、英文文獻 51


一、中文文獻

1.大公報(2004),「TNT看好亞洲臨床實驗快遞」,民國93年5月22日。
2.工商時報(2002),「醫藥生技快遞TNT獨家提供服務」,民國91年10月9日。
3.柯德臨(2002),「全球運籌管理與國際快遞業之策略研究」,東海大學管理碩士論文,民國91年。

二、英文文獻

1.Andreassen, T. (2001), “From Disgust to Delight: Do Customer Hold a Grudge?” Journal of Service Research, 4(1), 39.
2.Biochemia Media (2013) , 23(2):143-149.
3.Bitner, M. J., Boom, B. M., and Tetreault, M. S. (1990) “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing, 54(1), 71-85.
4.Boulding, W., Kalra, A., &Zeithaml, V. A. (1993), A dynamic Processes Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30(1), 7-27.
5.Churchill, G. A., and Surprenant, C., (1982), “An Investigation into The-119-Determinants of Customer Satisfaction,” Journal of Marketing Research, 19(11), 491-504.
6.Conlon, D. E. & Murray, N. M. (1996), “Customer Perception of Corporate Responses to Product Complaints: The Role of Explanations,” Academy of Management Journal, 39,1040-1056.
7.Day, R. L. and E. L. Landon (1977), Towards a Theory of Consumer Complaining Behavior, in Consumer and Industrial Buying Behavior, Arch Woodside, JagdishSheth and Peter Bennett, eds. Amsterdam: North Holland Publishing Company Press.
8.Dickens, P. (1996). Human services as service industries. The Service Industries Journal,16(1), 82-91.
9.Engel, J. F., Blackwell, R. D. and Minard, P. W.(1993) Consumer Behavior, Seventh Edition, The Dryden Press.
10.Firnstahl, T. W. (1989), “My Employees Are My Service Guarantees,” Harvard Business Review, 67(4), 4-8.
11.Goodwin C.,& Ross I. (1992), Consumer Responses to Service Failure: Influence of Procedural and Interactional Fairness Perceptions. Journal of Business Research, 25(2), 149-153.
12.Hess Jr, (2008), "The impact of firm reputation and failure severity on customers'' responses to service failures," Journal of Services Marketing, 22(5), 385-398.
13.Hoffman, K. D., Kelly, S. W. &Rotalsky, H. M. (1995), “Tracking Failures and Employee Recovery Effects,” Journal of Service Marketing, 9(2), 49-61.
14.Howard J. A., &Sheth J. N. (1969), A Theory of Buyer Behavior. New York: Wiley, 467-487.
15.Johnston, T.C.&Hewa, M.A. (1997), “Fixing Service Failures,”Industrial Marketing Management, 26 (5), 467-473.
16.Kelley, S.W., and Davis, M. A. (1994), “Antecedents to Consumer Expectation for Service Recovery,” Journal of the Academy Marketing Science, 22 (1), 52-61.
17.Kenney, M. J., (1995), “Antecedents to Customer Expectations for Service Recovery,” Journal of Academy of Marketing Science, 22(1), 52-62.
18.Kotler, P. (1994). Marketing management. NJ: Prentice Hall.
19.Matthew Dixon, Karen Freeman, and Nicholas Toman (2010), “Stop Trying to Delight Your Customers,” Harvard Business Review, July-August, 2-8.
20.Reichhheld, F. F., & Sasser, W. E. (1990), Zero Defections: Quality Comes to Service. Harvard Business Review, 68(5), 105-111.
21.Rodie, A., & Martin, C. (2001). Competing in the service sector. International Journal of Entrepreneurial Behavior & Research, 7(1), 5-21.
22.Smith, A.K., Bolton, R.N., & Wager, J. (1999), “A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery,” Journal of Management Research, 36(8), 356-372.
23.Singh J. A., (1990) A Typology of Consumer Dissatisfaction Response Style, Journal of Retailing, 66(1), 57-97.
24.Tax, S. S., and S. W., (1998), “Recovery and Learning from Service Failure,” Sloan Management Review, 41, 75-88.
25.Webster, C., and Sundaram, D. S., (1998), “Service Consumption Criticality in Failure Recovery,” Journal of Business Research, 41(2), 153-159.
26.Westbrook, R. A., (1980), “Intrapersonal Affective Influences on Consumer Satisfaction with Products,” Journal of Consumer Research, 7, 49-54.
27.Weun, S., Beatty, S.E., and Jones, M.A. (2004), The Impact of Service Failure Severity on Service Recovery Evaluations and Post-recovery Relationships. Journal of Services Marketing, 18(2), 133-146.
28.Zeithaml, V., M. J. Bitner, and D. Gremler (2009). “Services Marketing”. New York: McGraw-Hill.


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔