| Summary: | 碩士 === 樹德科技大學 === 經營管理研究所 === 104 === Service failure will cause negative perception and also the reason for customers to be patronized or not, regarding to the research most of the failure service cannot be able to provide the required needs,the delay service that fails
to the standard of procedure from most enterprises. The Catering Industries provide the high quality service to prevent any service failure; however, the excessive service is being neglected to the required needs from the customers to cause the negative perceptions.
The past excessive service research showed the point of view from the customers and the front line employees, only the managers have the clearly acknowledge to avoid the excessive service. The research had a depth interview
from the wowprine group for over 2 years to investigate the
most complain and failure issues and all the corresponding behavior.
And found to produce a service failure because in addition to compliance with company standards, lack of service experience, poor judgment, and competent requirements, but may also come from the customers themselves, and cause service failures.
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