旅館業服務接觸中顧客滿意與不滿意之來源－關鍵事件法之應用

The Sources of Customer's Satisfaction and Dissatisfaction in the Hotel Service Encounters: The Application of Critical Incident Technique

賴其勛(Chi-Shiun Lai) ； 游志青(Chih-Ching Yu) ； 楊靜芳(Chin-Fang Yang)

《顧客滿意學刊》 1卷1期 (2005/03) Pp. 31-50

https://doi.org/10.30066/JCS.200503.0002

摘要

本研究應用關鍵事件法，從顧客的觀點，探討旅館業服務接觸中顧客滿意及不滿意的來源，並與過去的研究分類進行對照。結果發現，在人際互動方面，Bitner, Booms, and Tetreault(1990)的分類仍然適用，但在非人際互動方面，實體環境與自助式服務是影響顧客滿意與否的重要因素。本研究提出相關的管理意涵，供旅館業者改善服務品質之參考。

關鍵字

服務接觸 ； 滿意度 ； 實體環境 ； 自助式服務 ； 關鍵事件法

並列摘要

From the perspectives of the customers, this study uses critical incident technique to explore the sources of customer's satisfaction and dissatisfaction in the hotel service encounters. The results are as follows. In the interpersonal interactions, the categories of Bitner, Booms, and Tetreault's study (1990) are still suitable. However, in the nonhuman elements, physical surroundings and self-service technologies are important factors in affecting the customer's satisfaction. This study highlights related management implications for the managers of hotels to improve service quality.

並列關鍵字

Service Encounters ； Satisfaction ； Physical Surroundings ； Self-Service Technologies ； Critical Incident Technique

參考文獻

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Bitner, M. J.,M. Venkatesan.,Diane M. Schmalensee,Claudia Marshall (eds.)(1986).Consumer Responses to the Physical Environment in Service Settings, in Creativity in Services Marketing.Chicago:American Marketing Association.

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Bitner, M. J.,Booms, B. H.,Mohr, L. A.(1994).Critical Service Encounters: The Employee`s Viewpoint.Journal of Marketing.58,95-106.