餐飲業顧客滿意、服務失誤與服務補救類型分析：台灣地區餐廳之研究

An Analysis of the Typology of Customer Satisfaction, Service Failure and Recovery in Restaurant Industry: A Study of Restaurants in Taiwan

郭德賓(Te-Ping Kuo)

《觀光研究學報》 10卷2期 (2004/05) Pp. 69-94

https://doi.org/10.6267/JTLS.2004.10(2)5

摘要

本研究(1)整合不同學者的觀點，以台灣地區的餐廳為範圍，同時從「顧客」與「員工」的角度，進行餐飲業服務接觸顧客滿意/服務失誤、顧客抱怨/不抱怨、服務補救/不補救、補救後顧客滿意/不滿意的連續性分析。(2)找出影響餐飲業服務接觸顧客滿意/不滿意的主要因素，建立顧客滿意、服務失誤與服務補救的分類架構，分析顧客的「整體滿意度」、「再度惠顧傾向」與「口碑宣傳意願」。(3)比較不同學者研究結果之間的差異性，並且提出研究結論與建議，以供後續研究與實務應用之參考。

關鍵字

服務接觸 ； 顧客滿意 ； 服務失誤 ； 服務補救 ； 關鍵事例技術法

並列摘要

The study was carried out in a restaurant context and surveyed both restaurant customers and employees in Taiwan. Three research objectives were found in this study. First, the study incorporated different views of scholars and discussed four different issues in 1) customer satisfaction and service failure, 2) customer complaints filing and non-filing, 3) service recovery and unrecovery, and 4) customer satisfaction and unsatisfaction after recovery. The second objective of the study was to examine the main causes in customer satisfaction and unsatisfaction in order to establish service encounter structures in customer satisfaction, service failure, and service recovery. Also, it was aimed to analyze overall customer satisfaction, customer repurchase intention, and word-of-mouth intention. The third objective of this study was to compare and analyze similarities and differences from different aspects of the scholars. Research conclusions and suggestions were provided for future research and applications in practice.

並列關鍵字

Service encounter ； Customer Satisfaction ； Service Failure ； Service Recovery ； Critical Incident Technique CIT

參考文獻

林玥秀、黃文翰、黃毓伶(2003)。服務失誤與服務補救之類型研究－以台灣地區之餐廳為例。觀光研究學報。9(1)，39-58。

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