An Exploratory Study on the Concept of Responsiveness for Front Line Service People

• Main Authors: Hsiuju-Ju Hsu, 許秀如
• Other Authors: Ta-Kuang Hsu
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/26827891876814579629

碩士 === 輔仁大學 === 餐旅管理學系碩士班 === 97 === The research is going to explore the servants’ capability in dealing with customers’ complaints about the products, services, and attitude, including if the educational training provided by the company can make first line servants apply in the present scene and their capability in dealing with complaints can satisfy with customers’ needs. Based on the research goals, the research uses the deep interview in a qualitative way. Before proceeding the interview, the researcher writes a draft about the interview outline to make directors, first line servants, and customers as the triangles of triangulation in the research. Making use of different sources of data increases the credibility of the interview. The results of this researcher are: 1. Capability of dealing with complaints should be constructed on the knowledge. First line servants should be familiar with job contents and related knowledge to provide the correct information to customers rapidly. 2. Servants with high enthusiasm do not mean their good capability of dealing with complaints. 3. When first line servants deal with the customers’ complaints, to appease customers’ mood is important than directly dealing with their complaints. 4. Regarding the capability training in dealing with complaints, using the present instances and sharing with the first line servants are the most impressive and effective way. 5. The creative first line servants have more risks to cause the negative results when they face the customers’ complaints. 6. The first line servants who control their temper well can deal with customers; complaints more calmly and are not influenced by negative feelings because of clear thoughts. 7. In the process of dealing with customers’ complaints, the first line servants’ attitude is the key factor to the customers’ satisfaction. 8. The first line servants should be authorized properly to deal with customers’ complaints.