Service Failure and Service Recovery in Hospitality Industry：The Research of the CEM Approach

• Main Authors: Guo-Chen Shen, 沈國琛
• Other Authors: Jing-Shyu Jhang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/82460860652576751644

碩士 === 大葉大學 === 人力資源暨公共關係學系碩士在職專班 === 95 === According to the customer experience management tendency，this study is con-structing the subjective service deliver blueprint and management intention of medical industry by way if those fault cases about emergency services. Besides，it also compare subjective service deliver blueprint with objective service deliver blueprint. To make sure use of SSIT from 14 cases，we can find that reverse customer ex-perience can be divided into 11 phases and 86 spots. Those reverse emotion experiences are including 「hide spot」、「initiation event spot」、「improper respond spot」、「play ism spot」、「remedy spot」、「connection spot」and 「warning spot」. After compares subjective service deliver blueprint with objective service deliver blueprint，we have got the result as the following：the customer’s deep experience is found in subjective service deliver blueprint，and traditional documents are focusing on operation processes、checks on work items or lists. This study can provide some dif-ferent kinds of service blueprint references for administrators.