A Sudy of the Effect of the Timing and Frequency of Service Failure Events on Severity

• Main Authors: Zhi-Min Xie, 謝至閔
• Other Authors: Chih-Yuan Chen
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/91412906389650273336

碩士 === 國立雲林科技大學 === 企業管理系 === 104 === The study introduces experimental design and is a 2x2 factor design, with scenario-based simulation adopted on questionnaire design while descriptive statistics and analysis of variance introduced on data analysis. The study mainly discusses the effect of timing (early/late) and number of times (high/low) on the 8 different service failures. The key findings of the study are as followings: 1.Early/late timing shows significant main effect on level of severity of various service failures, i.e. level of severity of early timing is significantly higher than that of late timing of “food is cold, undercooked, burnt,” “tableware has bad smell and dust,” “cockroach crawled the table.” Level of severity of late timing is significantly higher than that of early timing when “there is unidentified object in the food, e.g. hair…,” “longer waiting time of meal,” “customers’ needs failed to be satisfied,” “no clear indication of payment term, e.g. credit card is not accepted,” “meals reported a situation of cut-off supply.” 2.Number of times shows significant main effect on level of severity of various service failures, level of severity of number of times is significantly higher than that of low number of times, i.e. “food is cold, undercooked, burnt,” “there is unidentified object in food, e.g. hair…,” “longer waiting time of meals,” “customers’ needs failed to be satisfied,” “tableware has bad smell and taste,” “cockroaches crawled over the table,” “no clear indication of payment term,” and “meals reported a status of cut-off meal supply.” 3.There is significant cross reaction of number of early/late timing shows significant cross reaction, with after comparison also further conducted. According to the findings, there is a special condition in some service failures, it is found that it will lead to level of severity of low number of times is higher than that of high timing under the circumstance of high/low number of times if early/late timing is added into discussion.