Service Failure and Recovery in Consumer Electronics Industry:The Research of the Subjective Service Delivery Blueprint Approach

• Main Authors: Heish Min-Ging, 謝旻璟
• Other Authors: Chung Jing-Shi
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/31293316501247652056

碩士 === 大葉大學 === 人力資源暨公共關係學系碩士在職專班 === 95 === The researches on service encounter emphasize mostly that service management should place importance on interaction at Moment of Truth (MOT); however, is this concept enough to service management if administrator only have the interaction at MOT in hand ? Is there only one MOT when interaction? In consequence, in the light of subjective experience of customers , is there a new field of MOT ?It is the issue that this research take notice of. This research attempts to reinforce the supporting method of Critical Incident Technique (CIT) which analyzes the potential－Subjective Sequential Incidents Tech-nique (SSIT) which uses subjective experience of customers to probe into the stage of service delivery blueprint in the industry and angry of every stage in the service en-counter. We analyze “the implied factors” and “questions” that result from it to replace the compressed-complex-information operation mode of CIT. Moreover, This research use SSIT to build the subjective service delivery blueprint of consumer electronic industry which involves seven noteworthy stages and the work presents a concept framework with eight kinds of classification, such as comprise cause affairs, recessive, the appropriate response, dramaturgy, recovery, link, and admonish. Finally, We find some types of service failure cannot be found in Bitner’s categorization of service failure.