| Summary: | 碩士 === 國立高雄餐旅大學 === 餐旅管理研究所 === 102 === Service quality has long been regarded as exceeding customers’ expectations. Therefore, service providers and managers have focused on how to avoid service failure and meanwhile tried to exceed customers’ expectations. However, wait-staff provide to exceed customers'' expectations but result in negative effects, we called it over-service. Consequently, it may result in negative quality perceptions when service provided does not meet perceptions of the customer.
This research focused on domestic typical chain restaurant via case study method and combined with practical demand in the market. The research applies in-depth interview on first-line service providers working in W steak chain restaurants to discover the relation between service failure and over-service. In practice, this research aims to integrate and analyze behaviors of service failure and over-service. In addition, provide managerial implication of the prevention of service failures and over-service. The result indicated that "speed of water filling", "speed of meal delivering", "speed of table cleaning", "service attitude", "care degree to customers", and "meal contents introducing" will both cause service failure and over-service.
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