| Summary: | 碩士 === 大葉大學 === 工業工程與管理學系碩士在職專班 === 104 === High-Speed Rail enterprise serves traveler every day. In the service process or in the selling product process, it is easy to generate service failure and server sells some defective products. All of above phenomenon will let customer un-happy. When consumer faces service failure, it will influence consumers’ emotion. So, customer will generate negative feeling. It is important to understand the difference of cognitive when server generates service failute to customer.
This research will analyze the cognitive differences when cusyomer complains something and servers response the mistake about theor service. This research will analyze the service cognitive differences sub-dimension includes “tangible property”, “assurance”, “reliability”, “reactive” and “empathy”. The question survey executes between June, 1, 2016 and June, 20, 2016. We ask travelers and servers in High-Speed train. According to experiment result, the value of five sub-dimensions from customers’ point of view is between 1.7846 and 2.0182. The value of empathy is higher than the value in four dimensions. It can conclude that traveler wants to be took care from server. The value of five sub-dimensions from servers’ point of view is between 2.0716 and 2.5495. But the value of tangible property is higher than the value in four dimensions. So, this research can be the reference for the servers in High-Speed Rail enterprise. It can help them to promote their service quality and reduce the customers’ complain.
|
|---|
