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

10.6656/MR.1998.17.2.CHI.25

鄭紹成(Shao-Cheng Cheng)

服務失誤 ； service failure

管理評論

17卷2期（1998 / 07 / 01）

25 - 43

繁體中文

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，研究對象為台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 research and management application for service failure are discussed.

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