正職員工與實習生服務失誤、服務補救與補救滿意度之差異研究－以太魯閣晶英酒店及棲蘭明池山莊為例

Exploring Differences of Service Failure, Service Recovery and Recovery Satisfaction between Employee and Internship Student－Cases Study of Silks Place Taroko Hotel and Chilan, Mingche Villa

10.29429/JSLHR.201512_10(4).03

朱永蕙(Yung-Hui Chu)；莊適榮(Shih-Jung Chuang)

服務失誤 ； 服務補救 ； 正職員工 ； 實習生 ； Service Failure ； Service Recovery ； Employee ； Internship Student

運動休閒餐旅研究

10卷4期（2015 / 12 / 01）

44 - 60

繁體中文

本研究主要目的有二：一、以正職員工的角度，探討星級旅館與渡假山莊服務失誤、服務補救類型及補救滿意度，並比較之間的差異性；二、比較正職員工與實習生於星級旅館與渡假山莊，對於服務失誤與服務補救之差異。本研究同時應用「關鍵事件技術法」與深度訪談法取得研究資料，並透過編碼者間信度與三角檢驗法檢測信度與效度。研究結果顯示正職員工與實習生，在星級旅館與渡假山莊皆以「員工對服務傳遞系統失誤的回應」為主要服務失誤類型，且以「員工技能不足」為主失誤細項。以正職員工的角度而言，服務補救前三名在星級旅館與渡假山莊是相同的，且以「額外補償」為主，但與實習生相比較的結果十分不同。至於補救滿意度前三名，星級旅館與渡假山莊雖相同，但是排序卻不盡相同。故本研究建議：一、旅館與山莊皆須落實訓練，培養態度；二、旅館運用「額外補償」，山莊運用「提供折扣」；三、透過溝通以提高失誤認同度；以及四、授權實習生，以增加有效之服務補救，提升顧客對企業的滿意度。

The purposes of the study are as following: 1. Explore and compare service failure, service recovery and recovery satisfaction between hotel and villa from the perspective of employee; 2. Compare perspective of view between employee and internship student in terms of service failure and service recovery in hotel and villa. This study applied ＂Critical Incident Technique＂ and depth interview to collect data. Reliability and validity were tested by inter-judge reliability and investigator triangulation. Results have shown that ＂Employee Failure to Response of Service Delivery＂ was the main category with item ＂Employee Lack of Skill＂ of service failure for hotel and villa as well as employee and internship students. Top three service recoveries were the same of hotel and villa, in particular ＂Extra Compensation＂ from the perspective of employee，however, results above were not same as internship students. In term of recovery satisfaction, top three were the same of hotel and villa, but different sequence. Therefore, this study suggests as following: (1) well training and right attitude should be done for hotel and villa; (2) hotel offers ＂Extra Compensation,＂ villa offers ＂Discount;＂ (3) increase degree of recognition in term of service failure by communication; and (4) increase effective recovery to upgrade customer satisfaction by authorization internship student.

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