Hotel industry case study of service failure

• Main Authors: Hsiu-Ching Hsieh, 謝秀青
• Other Authors: Jen-Shou Yang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/91259303262464525945

碩士 === 國立雲林科技大學 === 企業管理系碩士班 === 101 === This purpose of this study is to propose a constructive suggestion on enhancing both service quality and customer satisfaction to avoid and prevent service failure might take place. By adopting the case study method， the object of this study is the customer of one Taiwanese Chains Boutique Hotel. Based on investigating consumers’ perception and analyzing virtual customers’ complaint， we， therefore， induced the causes of customers’ complaint occurrence. The result showed that 1.the customer satisfaction depends on different location and different hotel attendant under the same service; 2.the varied failure recovery behaviors will influence the customer satisfaction under different kind of service failure; 3.and the personnel of service and failure recovery appears to influence the customer satisfaction under three distinct types of service failure.