並列摘要
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.
並列關鍵字
無資料參考文獻
Bitner, M. J.,Booms, B. H.,Tetreault, M. S.(1990).The Service Encounter: Diagnosing Favorable and Unfavorable Incidents.Journal of Marketing.54,71-84.
Jeff T.(2006).Exceptional Selling: How the Best Connect and Win in High Stakes Sales.(Hardcover).
Tax S. S.,Brown S. W.(1998).Recovering and Learning From Service Failure.Sloan Management Review.76.
被引用紀錄
王湘嵐（2014）。旅館櫃檯接待人員服務破壞行為〔碩士論文，國立高雄餐旅大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0018-0512201317491100
延伸閱讀
- 李志偉、陳威有（2021）。服務品質與口碑。全球運動與休閒管理期刊，4(3)，29-35。https://doi.org/10.6616/GSRM.202109_4(3).0003
- 白凢芸（2014）。服務失誤歸因與補救滿意度－消費經驗之干擾效果。品質學報，21(1)，57-72。https://doi.org/10.6220/joq.2014.21(1).04
- 李奇勳、蘇瑞蓮、陳嬿伊（2014）。知覺公平、補救後滿意度、負向口碑及行為意圖的關係－服務失誤嚴重性的干擾。中原企管評論，12(2)，1-25。https://www.airitilibrary.com/Article/Detail?DocID=17298822-201410-201410300008-201410300008-1-25
- 張文貴（2011）。Critical Quality Issues on the Software Projects。品質月刊，47(11)，11-15。https://doi.org/10.29999/QM.201111.0003
- 吳信宏（2008）。Thoughts on Innovation and Green Quality。研究與創新，(5)，18-19。https://doi.org/10.29603/ZHWHGX.200801.0005