The Service Failure in Home Stay: A Comparison of Positive Story and Negative Story

• Main Authors: Ya-Hui Chen, 陳雅惠
• Other Authors: Chin-Hsu Chang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/x33tjx

碩士 === 大葉大學 === 管理學院碩士在職專班 === 98 === Leisure travel is getting to be part of modern life. Accommodation is not only the essential requirement but also the basic recreational facility when travelling. But during the process of lodging service delivery, there are some service failures incurred by the difference of perception and obstacle of communication. Based on customers’ positive and negative accommodation experience, this research adopt subjective sequential incidents technique(SSIT) on narrative data with the concept of time sequence which helps consolidating the course context to explore all the complete course of interaction during service encounter. Based on the results, a comprehensive emotional lingering form of domestic travelling related industry was generated. Besides, KANO model was carried out to induce positive emotional factors, negative emotional factors and common factors which make customers satisfied or unsatisfied. All the factors could be references for guesthouse owners to maintain or improve service quality.