题名

航空公司服務失誤與服務補救之類型分析：應用服務藍圖與關鍵事件技術

并列篇名

Analyzing the Typology of Service Failures and Service Recoveries for Airlines: Using Service Blueprinting and Critical Incident Technique

作者

胡凱傑(Kai-Chieh Hu)；杜家妤(Chia-Yu Tu)

关键词

服務失誤 ； 服務補救 ； 關鍵事件技術法 ； 服務藍圖 ； 航空公司 ； Service failure ； Service recovery ； Critical incident technique ； Service blueprint ； Airlines

期刊名称

運輸計劃季刊

卷期/出版年月

43卷2期（2014 / 06 / 30）

页次

205 - 236

内容语文

繁體中文
中文摘要

旅客在選擇搭乘航空公司之考量因素，除了時間、價錢、方便性以及習慣外，完美的服務品質更是旅客重視的要素之一。航空業服務流程與顧客有著直接密切的關係，在服務流程中會有不同原因引起服務失誤，進而導致旅客不滿意。當服務失誤產生時，如何做好服務補救更是留住顧客的重要關鍵。本研究蒐集旅客搭乘航空公司國際線班機時曾經歷之不滿意經驗，並以關鍵事件技術法及服務藍圖，將蒐集之案件分析歸類，以探討服務失誤與服務補救之類型。本研究針對125個案例，找出266項服務失誤與60項服務補救。其中，服務失誤歸納出3大類13細項，並以服務系統失誤占最大多數；服務補救則歸納為5大類、13小類，並以親和性占最多數。此外，政策失誤部分在報到櫃檯的服務流程中較常發生，而服務態度不佳及未反應部分，多發生於報到櫃檯及機上服務。最後，本研究依據分析結果，提出航空公司在服務失誤上之服務補救契機建議，以及後續研究建議。
英文摘要

Considerations for passengers to choose an airline are varied, such as flight time, ticket price, convenience, personal preference and quality of company. Among all, service quality would be one of the most important concerns. Customer satisfaction is closely linked to all kind of service processes. Any single mistake occurred in service processes might cause dissatisfaction. When the service failure happens, service recovery plays a key role in retaining the customers. The study collected observations of passenger experiences that encountered dissatisfaction during international flights. The Critical incident technique (CIT) and service blueprinting were used to explore the categories of service failure and service recovery. After analyzing the 125 cases, this study figured out 266 service failures and 60 service recoveries. There have three categories and thirteen sub-categories of service failures. The main failure type is the fail of service system. There also have five categories and thirteen sub-categories of service recoveries. The main recovery type is agreeableness. Moreover, the policy failure usually occurred at the check-in process. The bad manners and not response immediately usually occurred at the check-in process and in flight service. Finally, this study also provides some managerial implications for the airlines in service recovery for each service failure as well as the suggestions for future research.
主题分类 工程學 > 交通運輸工程
社會科學 > 管理學
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被引用次数
  1. 王宏逸(2016)。優衣庫(uniqlo)公司新服務發展之研究 -服務科學觀點。長榮大學經營管理研究所學位論文。2016。1-60。
  2. 余宗憲(2017)。機車零售業服務創新之研究—服務藍圖取向。長榮大學經營管理研究所學位論文。2017。1-72。
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