| Summary: | 碩士 === 國立高雄餐旅大學 === 餐旅管理研究所 === 100 === In the service industry, the ideal that companies must provide service to exceed customers’ expectation has become so entrenched. But Dixon, Freeman and Toman (2010) point out that telling service-staff to exceed customers’ expectation is apt to yield confusion, waste time and effort, and cause high cost. In the food-service industry, the “over-service” means the service which wait-staff provided to exceed customers’ expectations but bringing the negative effects on customers. However, the past literature did not discussing the antecedents of the over-service from the wait-staff’s perspective. To help managers preventing the over-service occur, this study focus on exploring the antecedents of over-service. This study used focus group interview technique to collect data, totally 64 members were invited, who had wait-staff work experience in the food-service industry. The results categorize seven main types of over-service antecedents: “injudicious decision”, “Inefficient communication”, “revenge on customers”, “benefit oneself”, “company rules”, “supervisor pressure”, and “past work experience”. Finally, this study attempted to identify the framework of the antecedents of over-service.
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