Service Failure and Service Recovery on Restaurant in Busy Season: An Analysis of Subjective Sequential Incidents Technique Method

• Main Authors: Wen-Yi Chen, 陳文義
• Other Authors: Chin-Hsu Chang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/50136475438012817626

碩士 === 大葉大學 === 人力資源暨公共關係學系碩士在職專班 === 96 === In the academic world, the subjects of service failure and service recovery are researched usually by analyzing the method of Critical Incident Technique. Its concept is collected by analyzing the whole story provided by the interviewees. For each story only one analytical concept is collected. The analysis of this research is by the method of Subjective Sequential Incidents Technique. Its concept is collected by analyzing the experience of incremental negative emotion from the customers of the consumption stories and moreover a lot of individual or relevant analytical concepts are collected from the same story. In this research, by analyzing the cases of restaurant in busy season by the method of SSIT, we’ve found out six main anger points that causing the service failure, i.e. anger points of raised event, anger points of improper response, anger points of invisibility, anger points of secret reconnaissance, anger points of remedy and anger points of prompt. Furthermore we’ve done the following: 1. Comparing the types of service failure analyzed by Simple inductive Method with that of researching from the literatures. 2. Analyzing the types of module of service failure by Ideal Analysis for exploring the types of Process Remedy.