The Study of Key Success Factors for the Servive Delivery System in the Franchised Western-Style Food Industry

• Main Authors: Deng, Jeng-Bang, 鄧振邦
• Other Authors: Wang Ing-Jie
• Format: Others
• Language: zh-TW
• Published: 1998
• Online Access: http://ndltd.ncl.edu.tw/handle/28785648174224175773

碩士 === 中國文化大學 === 觀光事業研究所 === 86 === The core issues of this study are the contents and relations between service delivery system and it''s key success factors. This study chose the perception of consumers to the items consist of service delivery system to be collected and surveyed data. Besides, it is the perspective of competencies building and sustaining to explore the influence of service delivery system to the Franchised Western-Style Food Industry. Finally, the study would take some advances based on results in analysis to plan service delivery system, including the supply and demand in service delivery system, key success factors perspectives, and business competencies, and suggestions for the future.There are three contents in service system, first is service delivery system (front sector), second is service operation system(back sector), third is service system (entire sector). Service delivery system is a customer service encounter and visible for them. Key success factors are ability, skill, resource, and asset, they evaluated from customers would build and sustain business competencies.There are 7 factors by factor analysis in the industry, such as employee factor, service factor, commitment factor, product factor, place factor, equipment and facility factor, and interaction factor. The study has definitized the unique factor by compared with literature search. Further, the study has admitted the interrelationship within biographical characteristics, service delivery system, and consumer behavior.