| Summary: | 碩士 === 靜宜大學 === 管理碩士在職專班 === 106 === “Taking cautious actions well-thought-out in memory of predecessors, as well as recalling sages of the past” is the ethical and moral value that the Chinese ethnic groups should embody; birth, senility, illness and death are the essential experiences in life. The 21st century is an era of rapid technological advancement, information flow and big data. The term “death” gradually enables the public to face its arrival with more positive perceptions and values. Even the younger generation is able to use it in showing their respect and a sense of reluctance to part from the elderly who passed away. In recent years, the news media have frequently reported on how “gigantic” and “honorable” someone’s funeral procession is. As the saying goes, “Even when the tree desires to stand still, the wind does not stop; and the child wants to serve his parents, but they are no longer there”, such words deeply impressed me with the implications of “the dead should be remembered and respected”. The funeral profession in Taiwan is classified as the type of service industry as well. In addition to “the dead should be remembered and respected”, we must serve the bereaved families in the spirit of “customer-based culture”.
This study takes the author’s relatively familiar Chongde Pavilion, Mortuary Services Office, Taichung City as an example to approach the subject; hoping that Taichung Mortuary Services Office will attach importance to Chongde Pavilion and make improvements, by using the scientific method, to achieve good quality of service and provide the majority of people with “highly respected”, “much dignified” and “emotion-relieving” services.
Through in-depth methods, we interviewed respectively three people of the private sectors (funeral service operators or practitioners), bereaved families, general public (who used to participate in the funeral at Chongde Pavilion) and nearby residents of Chongde Pavilion and carried out an analysis and research.
This study, through various research motives, research purposes and research methods, and in the Q & A of in-depth interviews, found that different ethnic groups noticed different sensations in face of the same problem, and then we conducted the integration by using the feedback issues to sort out effective solutions that met the needs of various parties. It is expected that such a method would be available to provide Taichung City Mortuary Services Office with possibilities for assessment and adoption.
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