Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
碩士 === 大葉大學 === 人力資源暨公共關係學系碩士在職專班 === 97 === This research collected 23 instances that customers anger for service of Taiwan railway. By the negative affect produced from customers service encounters process, we use Subjective Sequential Incidents Technique (SSIT) to carry out service failure track...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2009
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| Online Access: | http://ndltd.ncl.edu.tw/handle/81955282857100632550 |
| Summary: | 碩士 === 大葉大學 === 人力資源暨公共關係學系碩士在職專班 === 97 === This research collected 23 instances that customers anger for service of Taiwan railway. By the negative affect produced from customers service encounters process, we use Subjective Sequential Incidents Technique (SSIT) to carry out service failure track pilot analysis. We classified service failure into 6 major categories and construct a Subjective service delivery blueprint in which we detect possible transmission composing approach of public transit service halo effect and domino effect. This approach could provide speculate concept for service recovery.
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