過往學者針對服務失誤和服務補救類型多所探究，惟對服務失誤發生後之補救期望，尤其針對旅遊業之團體套裝旅遊方面，至今尚付闕如。本研究以質化研究之重要事件技術，由342件旅客參加團體套裝旅遊案例，歸納出服務失誤有三大群(購買系統員工反應失誤、核心服務傳送系統失誤、員工個別行為與其他)，並又調查旅遊相關航空業304件和餐飲業332件，確認分類類別亦可適用；而旅客對於服務補救期望，由二因子理論分析，業者單純人員道歉或承認錯誤，僅能消除顧客「不滿意」，顧客更重視問題是否當場解決，且企業必須要有更實質回饋，如免費或折扣，方能讓顧客「滿意」，其他兩業別調查亦呈現相同結果。
Prior researches have been investigated service failures and service recovery of several service industries. Little attention has been given to the service failure and service recovery expectations in the group package tour (GPT). This research used Critical Incident Technique (CIT) to find out the service failure and service recovery expectation in GPT. From those data in Taiwan, the service failure of GPT can be defined as the following 3 major categories: employee response to purchasing system failures, employee response to core service delivery system failures, and unprompted and unsolicited employee actions. Service providers can apply the two-factor concept to diminish “dissatisfactory” and produce “satisfaction”.
