| Summary: | 碩士 === 元智大學 === 國際企業學程 === 99 === When emotional society comes, many researchers thought the power of touch was competitive advantage for business in the future. If business just provides satisfied services, it will not let customers consume. Business has to further make customers touching, so touching service is very important. However, due to characteristics of service and variation of emotions, when business want to carry out touching service to provide more and more touch, business should how to establish the performance evaluation system. On the other hand, businesses often use standard operating procedure to smoothly maintain the quality of service process but some researchers thought SOP just is basic service and no touch customers.
From our case studies, we found out that a firm has a problem of pressure for employees on the process of implementation because that firm used measureable indicator of bonus. Therefore, this research further explore that business can take what strategy to solve immeasurable problem. In addition, this research slightly explores the influential level of service under standard operating procedure and non-standard operating procedure.
|
|---|
