Service Failure and Recovery in Tourism: A Study of CEM Approach
碩士 === 大葉大學 === 人力資源暨公共關係學系 === 95 === The value of leisure traveling is increasing lately, however some mistake made in the process of service causes the customers negative emotions. This research is studying what kinds of service failure that tourism made by following customers viewpoint. After co...
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ndltd-TW-095DYU006300172015-10-13T16:45:24Z http://ndltd.ncl.edu.tw/handle/66155417411661392094 Service Failure and Recovery in Tourism: A Study of CEM Approach 旅遊業服務失誤與服務補救之探討:以顧客經驗管理之觀點 Shu-Yi Lee 李淑儀 碩士 大葉大學 人力資源暨公共關係學系 95 The value of leisure traveling is increasing lately, however some mistake made in the process of service causes the customers negative emotions. This research is studying what kinds of service failure that tourism made by following customers viewpoint. After collecting fourteen customers complaining stories and using Subjective Sequential Incidents Technique (SSIT) to analysis those stories. The study discover that the SSIT analysis can prove that service failure has found out mistakes that travel agency had never notice. The conclusion is that SSIT can find out what causes the failure than CIT. Moreover, the work presents a concept framework with five kinds of classification, such as comprise cause affairs, recessive, the appropriate response, dramaturgy, and admonish to explained service failure. Hui-Zhong Yao Chin-Hsu Chang 姚惠忠 張景旭 2007 學位論文 ; thesis 83 zh-TW |
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碩士 === 大葉大學 === 人力資源暨公共關係學系 === 95 === The value of leisure traveling is increasing lately, however some mistake made in the process of service causes the customers negative emotions. This research is studying what kinds of service failure that tourism made by following customers viewpoint. After collecting fourteen customers complaining stories and using Subjective Sequential Incidents Technique (SSIT) to analysis those stories.
The study discover that the SSIT analysis can prove that service failure has found out mistakes that travel agency had never notice. The conclusion is that SSIT can find out what causes the failure than CIT. Moreover, the work presents a concept framework with five kinds of classification, such as comprise cause affairs, recessive, the appropriate response, dramaturgy, and admonish to explained service failure.
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Hui-Zhong Yao |
author_facet |
Hui-Zhong Yao Shu-Yi Lee 李淑儀 |
author |
Shu-Yi Lee 李淑儀 |
spellingShingle |
Shu-Yi Lee 李淑儀 Service Failure and Recovery in Tourism: A Study of CEM Approach |
author_sort |
Shu-Yi Lee |
title |
Service Failure and Recovery in Tourism: A Study of CEM Approach |
title_short |
Service Failure and Recovery in Tourism: A Study of CEM Approach |
title_full |
Service Failure and Recovery in Tourism: A Study of CEM Approach |
title_fullStr |
Service Failure and Recovery in Tourism: A Study of CEM Approach |
title_full_unstemmed |
Service Failure and Recovery in Tourism: A Study of CEM Approach |
title_sort |
service failure and recovery in tourism: a study of cem approach |
publishDate |
2007 |
url |
http://ndltd.ncl.edu.tw/handle/66155417411661392094 |
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