Discover the Service Switching Behavior of MIS InternalCustomers

• Main Authors: WeiMao, 毛威
• Other Authors: Jyh-Fu Jeng
• Format: Others
• Language: en_US
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/64307826781636678524

碩士 === 國立成功大學 === 國際經營管理研究所碩士在職專班 === 101 === To find the internal service switching behavior in Taiwan IT industry. We conducted this article to connect and compare between the (un) satisfactory incidents. Critical incident technique was adopted for gathering over 67 e-service (traditional) incidents from service providers and receivers. Incident resolution was identified as the standard operation procedures (SOP). We got the meaningful findings that unsatisfactory services led to switch. However, the research participant looked forward adopting the non-switched reason and resolution. We grouped satisfactory solutions and SOP into subcategories to discover the behavioral status. Both internal service providers and receivers were proclaiming that they deserved to get more care (concern). The result was what MIS suggestion was not completely taken by receivers, vice and versa. The discoverable viewpoint was cross-department interviewees prefer to be treated beyond the 268 (67 multiplies 4) incidents, even though we had checked that the satisfactory solution might not necessarily lead to non-switch-behavior. In summary, it was MIS staffs obligation to treat equally on responses. The implication to the corporation was that to win staffs trust through communication, transform complaints into action, and put on-line suggestion into on-site practice. We proposed the satisfactory SOP to decrease switch, but the limitation was that we focused on eastern-context target. The beyond-incidents to the cross-industry collaboration / conflict were potential research issues.