| Summary: | 碩士 === 國立臺灣師範大學 === 翻譯研究所 === 93 === Abstract
This study is intended to identify factors that contribute to perceived quality in interpreting services and underlying causes of client satisfaction and dissatisfaction. It has approached this objective by means of two methodological applications—script analysis and CIT (critical incident technique). Data have been collected through questionnaire-based interviews with 14 organizations in various sectors, 10 interpreters of different career seniority, and one interpreting equipment rental company. Script analysis has probed into the expectations on the parts of both parties for a conference interpreting event as a service process. It has been found that the interpreter’s current practices meet most of the client’s expectations, and clients may feel even more satisfied if an interpreter works seamlessly with an interpreting equipment rental company. However, s/he may still have to formulate scripted responses to the client’s concerns regarding the interpretation. The CIT application has undertaken investigations into service encounters between these two populations. Quality in interpretation as a verbal output has been recognized as the premise of client satisfaction. From the client’s perspective, commendable personal attributes, such as thoughtfulness and patience, are the primary determinant instead of excellence in interpreting as expected by the interpreter. On the other hand, both parties agreed that failure in interpreting is bound to result in client dissatisfaction. However, the client may decidedly point fingers of blame at the interpreter whereas the interpreter considers the client occasionally responsible for the mishap. This study has found that interpretation itself would not solely affect client satisfaction or perceived quality in interpreting services, but it remains a critical factor. To better satisfy the client, the interpreter is advised not only to maintain their professional excellence but also to stay alert to the client’s concerns about interpretation and to develop praiseworthy attributes.
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