服務失誤類型之探索性研究--零售服務業顧客觀點

CCUR > College of Business > Department of International Trade 7 Graduate Institute of International Trade > periodical articles > Item 987654321/37284

Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/37284

Title:	服務失誤類型之探索性研究--零售服務業顧客觀點 An Exploratory Study of Service Failure--The Customers' Viewpoint of Retailing Service Industry
Authors:	鄭紹成
Contributors:	國貿系
Keywords:	服務失誤 Service failure
Date:	1998-07
Issue Date:	2017-08-10 12:05:26 (UTC+8)
Abstract:	本研究係在探討服務業之服務失誤類型（ service failure ），以定性（ qualitative ）之重大事件技術法（ Critical Incident Technique ）研究，研究對象為臺灣地區零售服務業顧客。本研究根據 803 份問卷，將服務失誤分為三大類 15 項細類，以此可與現有服務品質構面比較，了解服務失誤常見類型與其構面特質。 This is an exploratory study of service failure in service industry. Critical Incident Technique (CIT), which belongs to the qualitative research method, is using to find out the service failure incidents. From 803 incidents of retailing customers in Taiwan, We conclude 15 kinds of service failure that can compare with the service quality dimension theory and understand the dimension of service failure. The ressarch and management application for service failure are discussed.
Relation:	管理評論 17:2 民87.07 頁25-43
Appears in Collections:	[Department of International Trade 7 Graduate Institute of International Trade ] periodical articles

Files in This Item:

File	Description	Size	Format
index.html		0Kb	HTML	102	View/Open

View Licence