以顧客角度探究國內3C連鎖商店的服務接觸機能

陳怡靜; 胡學誠; 莊煥銘

doi:10.29698/FJMR.201001.0004

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P79 - 102

Social Sciences > Management

DOI： 10.29698/FJMR

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以顧客角度探究國內3C連鎖商店的服務接觸機能

Investigating Domestic 3C Chain-Stores' Service Encounter Mechanism from Customers' Perspectives

陳怡靜(I-Ching Chen) ；胡學誠(Shueh-Cheng Hu) ；莊煥銘(Huan-Ming Chuang)

輔仁管理評論； 17卷1期 (2010 / 01 / 01) ， P79 - 102

繁體中文 DOI： 10.29698/FJMR.201001.0004

3C連鎖商店；關鍵事件技術；服務接觸；顧客滿意； 3C chain store ； critical incident technique ； service encounter ； customer satisfaction

Abstract │ Reference (51) │ Times Cited (2) │ Altmetrics

Abstract 〈TOP〉

Parallel Abstract 〈TOP〉

The increasing demand for 3C (computers, communications, and consumer electronics) products boosts the domestic electronic industry, also make domestic 3C chain stores play a significant role in retail market. How to improve customers' satisfaction and strengthen their re-purchase intention is the key issue of 3C chain stores' administration. This research uses critical incident technique and Bill taxonomy to investigate customers' satisfaction toward 3C chain stores' service. The method is to survey and categorize customers' experience about satisfactory and dissatisfactory incidents that they encountered in 3C chain stores. The research result indicates that the major sources of satisfaction are unprompted and unsolicited employee actions, followed by response to other core service failures and employee response to customer needs and requests. In the sources of dissatisfactory incidents, the employee response to service failures tops the ranking, employee response to customer needs and requests followed behind, the least one are unprompted and unsolicited employee actions. According to these findings, this research provided concrete suggestions for 3C chain stores' administration, aims to improve their service quality and customer satisfaction.

Reference ( 51 ) 〈TOP〉

朱炫璉、許郁青(2007)。「獎酬制度與經營績效之關係：以某3C零售業者為個案公司」。當代會計，8(1)，35-49。
連結：
林玥秀、黃文翰、黃毓伶(2003)。「服務失誤及服務補救之類型分析—以台灣地區之餐廳為例」。觀光研究學報，9(1)，39-59。
連結：
林金定、嚴嘉楓、陳美花(2005)。「質性研究方法：訪談模式與實施步驟分析」。身心障礙研究，122-136。
連結：
黃慧玲、陳岳陽、許英傑(2007)。「預購通路中消費者產品知覺品質、滿意度及忠誠度間之關係-不同零售通路型態的干擾效果」。電子商務學報，9(3)，461-485。
連結：
劉財龍(2009)。「商店形象與服務補救對顧客滿意之影響：以量販店為例」。輔仁管理評論，16(2)，119-158。
連結：

Times Cited ( 2 ) 〈TOP〉

Altmetrics

〈TOP〉

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