Customer Experience and Service Gaps in Restaurant Service—An Study of Analytic Induction Method

• Main Authors: Shu-Ting Liou, 劉叔婷
• Other Authors: Jin-Shih Chang
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/02084674340054782780

碩士 === 大葉大學 === 管理學院碩士在職專班 === 99 === In this study, restaurant service as the research object, based on the customer experience point of view, the gap exploratory purpose of the study is to propose a new concept and explore the customer experience gap gap new ways to expand the concept of the existing gap. The story of backtracking to collect 51 effective customer experience negative consumer stories, but also the use of open-ended depth interviews gathered information on 32 service-side, and by Jin-Shih Chang scholar (2006), the sequence of events proposed by subjective analysis ( subjective sequential incidents technique, SSIT) to construct the restaurant industry customers a complete picture of consumer frustration experience - customer negative emotions extension model, through the server and customer than on the cognitive side, not only found in restaurant service delivery process prone to three types of the customer experience gap (G1, G2, G3), also observed that the customer experience-based research to better explore the potential customer during the customer in the consumer subjective, subtle, a process, context characteristic features of the gap, and to provide reference to the use of food and beverage industry.