Title

利用顧客抱怨及服務藍圖工具改善旅館服務流程之個案研究

Translated Titles

Using Consumer Complains and Service Blueprint to Improve Hotel Service Process – A case study

DOI

10.6845/NCHU.2012.00717

Authors

王良根

Key Words

服務科學 ; 顧客抱怨 ; 服務藍圖 ; 旅館管理服務流程 ; Service science ; Consumer complains ; Service blueprint ; Hotel service processes

PublicationName

中興大學科技管理研究所學位論文

Volume or Term/Year and Month of Publication

2012年

Academic Degree Category

碩士

Advisor

巫亮全

Content Language

英文

Chinese Abstract

本研究旨在探討由IBM所提出的服務科學(服務科學,管理與工程),自從這個概念產生後,企業不斷的推出新的科技與服務,最終的目的在於有效的幫助企業利用各種方式,去達成服務;Griffin & Hauser (1993)曾提到:服務最重要的就是重視客戶的聲音,若服務提供者的供給與顧客真正的需求,產生了資訊不對稱的問題,容易導致服務的失敗。因此,提供良好的服務流程,並且正確的獲取消費者需求之信息,對於企業來說非常之重要的。 過去服務科學領域的研究,主要是用在其他產業,而較少專注於旅館管理產業,旅館業是一運用了大量人力資源的產業,從服務科學的觀點來思考,有效管理及有系統性的管理對於旅館管理是迫切需要的。 本文的重要性在於使用客戶投訴的觀點來檢視旅館在的提供服務的過程中,由顧客面主動提出的問題,利用修正服務流程的方式,幫助旅館業者在較少資源的限制條件下,從服務著手,解決顧客抱怨,提高顧客滿意度有哪裡可以再發生顧客抱怨之前,預先在服務流程上作改善。 旅館產業是一顧客導向的產業,只有設身處地去了解顧客需求,才能確實的改善顧客抱怨,所以研究者以田野調查的方式,深入場域,親身體驗實地勘查並深入了解旅館的運作模式及完整的服務流程,以個案分析的方式呈現,結合服務科學和旅館管理,利用真實個案去佐證服務科學的重要性。 最後,本研究藉由深入討論整個旅館服務流程與顧客抱怨之間的相關性,考量當前情況,從服務科學的角度出發,提出客觀上的建議給予受訪個案公司。

English Abstract

The primary proposed of the study is to explore a concept by IBM, Service Sciences, Management and Engineering (SSME). This concept is created since that many companies continued to provide new technology and services, but they ignored what the consumers really need, and often overlooked the voices of customers. That’s why it creates the asymmetric information problems of market demand and supply, and leads to service failure. So, providing a good service process and obtaining the consumer’s information for all enterprises are important. Past research on SSME mostly is used in other industries, and less focused on the hotel management industry. Hotel is a kind of industry using a large number of human resources. From SSME view, it is necessary for the industry to manage the hotel effectively and systematically. Because of the (Sanes, 1993) proposed that “Customer feedback is available in many forms, and complaints are the most useful and meaningful source of information to improve customer satisfaction.” The importance of this article is to use the viewpoint of customer complains, to review all of the hotel’s service process and provide some suggestions for improving the service process before the customer complaints happen. For knowing how to manage a hotel, we used the field study and join one in Taichung city for intensive investigation and try to present the case analysis by combining service science and hotel management.

Topic Category 管理學院 > 科技管理研究所
社會科學 > 管理學
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Times Cited
  1. 許育豪(2016)。結合服務藍圖與FMEA改善服務品質 ﹣以IC檢測服務企業為例。清華大學工業工程與工程管理學系工程碩士在職專班學位論文。2016。1-81。