口譯服務過程及其服務接觸之研究

A Study of the Process and the Service Encounter in Interpreting Events

林義雄(Yi-Hsiung Lin)

指導教授 ： 陳子瑋博士

國立臺灣師範大學/文學院/翻譯研究所/碩士(2004年)

摘要

本研究探討口譯服務品質及客戶滿意度之各項影響因素，採行之研究方法為腳本分析與重要事例分析，透過以問卷內容為主之訪談蒐集資料，訪談對象為社會各界組織共十四家、不同年資之口譯員共十位及一家口譯設備租賃公司。腳本分析探索兩個受訪群體對會議口譯服務過程之期望，本研究發現口譯員現行工作項目大致符合客戶期望，若能與口譯設備公司合作無間則更能提升客戶滿意度，但面對客戶會中對於口譯所表達之關切，口譯員仍須自我擬定合適之反應。重要事例分析研究兩個受訪群體服務接觸實況，研究發現口譯內容本身乃為客戶滿意之前提，客戶認為滿意主因在於口譯服務人員難得之個人特質，如設身處地為客戶著想、服務有耐心等，而大多數口譯員則預期應為個人翻譯能力卓越所促使。另一方面，客戶與口譯員皆認為口譯內容出現問題必然造成客戶不滿意，但是客戶多認為問題源自於口譯員本身，而口譯員則表示某些情況下客戶不滿實屬本身問題。本研究發現口譯內容本身並無法全然左右客戶滿意度與口譯服務品質，但仍然為關鍵因素，口譯員為進一步滿足客戶需求，除需維持專業水準，亦需留意客戶的關切，並培養值得嘉許的特質。

關鍵字

腳本 ； 重要事例分析 ； 口譯服務 ； 客戶滿意 ； 期望

並列摘要

Abstract

This study is intended to identify factors that contribute to perceived quality in interpreting services and underlying causes of client satisfaction and dissatisfaction. It has approached this objective by means of two methodological applications—script analysis and CIT (critical incident technique). Data have been collected through questionnaire-based interviews with 14 organizations in various sectors, 10 interpreters of different career seniority, and one interpreting equipment rental company. Script analysis has probed into the expectations on the parts of both parties for a conference interpreting event as a service process. It has been found that the interpreter’s current practices meet most of the client’s expectations, and clients may feel even more satisfied if an interpreter works seamlessly with an interpreting equipment rental company. However, s/he may still have to formulate scripted responses to the client’s concerns regarding the interpretation. The CIT application has undertaken investigations into service encounters between these two populations. Quality in interpretation as a verbal output has been recognized as the premise of client satisfaction. From the client’s perspective, commendable personal attributes, such as thoughtfulness and patience, are the primary determinant instead of excellence in interpreting as expected by the interpreter. On the other hand, both parties agreed that failure in interpreting is bound to result in client dissatisfaction. However, the client may decidedly point fingers of blame at the interpreter whereas the interpreter considers the client occasionally responsible for the mishap. This study has found that interpretation itself would not solely affect client satisfaction or perceived quality in interpreting services, but it remains a critical factor. To better satisfy the client, the interpreter is advised not only to maintain their professional excellence but also to stay alert to the client’s concerns about interpretation and to develop praiseworthy attributes.

並列關鍵字

script ； CIT ； interpreting services ； customer satisfaction ； expectations