题名

服務品質失誤之我見

并列篇名

My Opinion about Service Quality Failure

DOI

10.29999/QM.200708.0014

作者

劉妘鑏

关键词
期刊名称

品質月刊

卷期/出版年月

43卷8期（2007 / 08 / 01）

页次

60 - 61

内容语文

繁體中文
英文摘要

This per considers the relationship between the Staff competitive ability and the Staff to builds them value and enterprise competitive. The enterprise should change the staff passive positions into active positions, and to encourage them carefully to listen their customer's complaints before the service failure happen. Using the education and training to reduces the rate of the service quality failure.
主题分类 社會科學 > 管理學
参考文献
  1. Bitner, M. J.,Booms, B. H.,Tetreault, M. S.(1990).The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.Journal of Marketing,54,71-84.
  2. Jeff T.(2006).Exceptional Selling: How the Best Connect and Win in High Stakes Sales.Hardcover.
  3. Tax S. S.,Brown S. W.(1998).Recovering and Learning From Service Failure.Sloan Management Review,76.
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