天池溫泉會館－櫃檯服務流程

Tianchi Hot Spring Hotel - Counter Service Process

陳銘薰(Ming-Shiun Chen) ； 秦大智(Ta-Chih Chin)

《管理評論》 36卷2期 (2017/04) Pp. 55-56

https://doi.org/10.6656/MR.2017.36.2.CNI.055

摘要

天池溫泉會館位於北臺灣著名的礁溪溫泉，舒涵是第二位櫃檯小姐，大學剛畢業是個社會新鮮人，在執行客務作業過程中，由於謹守櫃檯服務流程，卻面臨老顧客抱怨的壓力。經過一陣子的低潮與反省之後，舒涵調整心態再出發，積極地與經理溝通工作上所面臨的問題，為了滿足老顧客需求改變之目的，運用學校所學習的服務流程設計相關知識及技能，藉由調整櫃檯服務流程之手段，達成經理設定的改善目標。本個案為田野個案，讓學生學習繪製改善前、後櫃檯服務流程，透過顧客區隔理論、服務傳遞系統及相關分析工具進行服務流程設計，使學生經由個案的議題討論，從實際案例中瞭解並學習相關理論的重要概念，以及在實務上的管理意涵。

關鍵字

顧客區隔理論 ； 服務傳遞系統 ； 關鍵事件法 ； 柏拉圖 ； 要因分析圖

並列摘要

The Tianchi Hot Spring Hotel is located in the well-known Jiaoxi Hot Springs area in northern Taiwan. Shu-han is the second receptionist and a fresh university graduate. In the course of providing customer services, she suffered from the pressure of customer complaints due to compliance with the counter service process. After a period of frustration and reflection, Shu-han adjusted her mentality and started again. She actively communicated with the manager regarding the problems encountered at work. In order to meet the changing needs of regular customers, she made use of the knowledge and skills regarding the service process design, as obtained at school, and achieved the goal of making improvements, as set by the manager, by adjusting the counter service process. This case study is a field case, and is designed to instruct students in developing counter service processes before and after improvements are made. Service process design is conducted based on the customer segmentation theory, service delivery system, and related analysis tools, which allows students to learn and understand the important concepts of relevant theories, as well as practical management implications, through topical discussions relevant to the case study and from actual cases.

並列關鍵字

Customer Segmentation Theory ； Service Delivery System ； Critical Incident Technique (CIT) ； Pareto Chart ； Cause and Effect Diagram

參考文獻

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