Types of Service Failures and Recovery Measures for Ocean Freight Forwarder - A Case Study of B Computer Brand Company

• Main Author: 陳彥華
• Other Authors: Feng, Cheng-Min
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/17867251029056025464

碩士 === 國立交通大學 === 管理學院碩士在職專班運輸物流組 === 98 === As computer brand company is drifting towards globalization by term of supply chain efficiency, its manufacturer and consumer is linked by the 3RD party logistics , which is to play a key role to accomplish logistics of supply chain. Meantime, freight forwarder is asked to provide high quality service such as Time-To-Market and On-Time Delivery, which become a strategic partenship of it. However, there’re failures occurred due freight forwarder during service throughput such as schedule delay, limited space and contact service etc.In order to what and which key items to impact customers mostly among types of service failures and crossponsding recovery measures,the Critical Incident Technology (CIT) is to employ in a case study of B computer brand company. According to literatures, service failure is inevitable to occur from service providers, however, they can take proper, in -time recovery measures to not only recover the customer satisfaction but also results to higher customer loyalty afterwards. The purpose of this study is to give a structural analysis on types of service failures and recovery measures for ocean freight forwarder by CIT approach in case of B Company. Totally 508 failures due ocean freight forwarder for past years were collected and categorized to 14 categories, so as to present results of investigation regarding to satisfaction levels and propensity to switch behavior afer recovery measures, of which 6 items are critical for setting priority of key performance indexes as well as management implications to improve service.