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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Bibliographic Details
Main Authors:	Yang, Chong-Lang, 楊聰郎
Other Authors:	Chuang, Chih-Hsuhn
Format:	Others
Language:	zh-TW
Published:	2009
Online Access:	http://ndltd.ncl.edu.tw/handle/81955282857100632550

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spelling	ndltd-TW-097DYU016300082015-10-13T13:11:47Z http://ndltd.ncl.edu.tw/handle/81955282857100632550 Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration 公部門的服務失誤與補救－以台鐵為例 Yang, Chong-Lang 楊聰郎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. Chuang, Chih-Hsuhn 張景旭 2009 學位論文 ; thesis 87 zh-TW
collection	NDLTD
language	zh-TW
format	Others
sources	NDLTD
description	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.
author2	Chuang, Chih-Hsuhn
author_facet	Chuang, Chih-Hsuhn Yang, Chong-Lang 楊聰郎
author	Yang, Chong-Lang 楊聰郎
spellingShingle	Yang, Chong-Lang 楊聰郎 Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
author_sort	Yang, Chong-Lang
title	Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
title_short	Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
title_full	Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
title_fullStr	Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
title_full_unstemmed	Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
title_sort	service failure and recovery of public sector –a case study of taiwan railway administration
publishDate	2009
url	http://ndltd.ncl.edu.tw/handle/81955282857100632550
work_keys_str_mv	AT yangchonglang servicefailureandrecoveryofpublicsectoracasestudyoftaiwanrailwayadministration AT yángcōngláng servicefailureandrecoveryofpublicsectoracasestudyoftaiwanrailwayadministration AT yangchonglang gōngbùméndefúwùshīwùyǔbǔjiùyǐtáitiěwèilì AT yángcōngláng gōngbùméndefúwùshīwùyǔbǔjiùyǐtáitiěwèilì
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Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration

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