The Study of Service Failures Key Factor of Public Sector: the Comparison of the C.I.T Analysis and Qualitative Research Method

• Main Authors: lin kuo tung, 林國棟
• Other Authors: 張景旭
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/27525848668873194371

碩士 === 大葉大學 === 人力資源暨公共關係學系碩士在職專班 === 94 === This study discussed the key factors and the models of service fauliar of public sector. The research method is used the CIT method and depth interview. We collected people having unhappy experience when arrange with business in public sector. In this study, we choose twenty cases to study. Then we use these two methods to research the high concept of every case and understood the reasons of the service fauliar in public sector. Finally, we use the theory characterictic of service fauliar to sum up the cases to several models. Today the relationship of people and government is equal just like the productor and consumer. So the most importance job of public sector is to service people. The remedy of service fauliar is also the key factor of the government’s policy. This study discusses the models of service failuar of public sector using the qualitative research method, CIT analysis, and Bitner service fauliar model. We conclude the theory characteristic, property characteristic and manage of every model. We hope these data can provide the manager of the public sector the traing way and bring up the service quality.