| Summary: | 碩士 === 國立嘉義大學 === 管理學院碩士在職專班 === 97 === The purpose of this essay will be the discussion of international tourist hotel of the Taipei district, based on the development on services delivery system that will be required at the food festival, and also focuses on the communication skills of the staffs responsible for providing quality services at the food festival, analyzing any problems that could arise during the event and making such solutions to improve the current standard of service quality and lower the chances of misunderstanding between the staffs and customers. To move forward, this essay will be carrying in depth analysis of already existing researches that are related to this topic, on the basis of Gronross’s (1990) idea of front sector, back sector, and service encounter customer services delivery system, and Kingman-Brundage’s (1989) notion of the service blueprint of line of interaction , line of visibility, and line of internal interaction, to inspect the service environment of the event in order to segment aspects of customer actions, onstage contact employee actions, backstage contact employee actions and support processes. This essay will also further analyze the structure of the food festival in terms of pointing out the faults and problems that may occur during the process of service blueprint. Furthermore, this essay will separate the results of the food festival’s services held by the international tourist hotel into three major parts, customer sector, front sector, back sector, and will discuss each part in detail and examine the similarities and faults the at the food festival that did or did not correlate with service blueprint mentioned above and how these faults could be improved. This analysis also provides staff with a clear understanding on what aspects of their services needs to be improved in order to increase customer satisfaction and service quality. The aim of this essay is to provide a clear cut strategy and direction for staffs that engage actively in the fields of customer service and to be used as a guideline.
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