標題 99N2-服務失誤、服務補救與時間等候對顧客反應之研究 A study of Customers’ Reaction to Service Failure, Recovery, and Waiting for Service
姓名 許慶祥
指導教授 葉惠忠 老師
畢業日期 2011/06
附件檔案 99N2Adobe PDF
參考連結
摘要 國際化及地球村的觀念與日遽增，全球各國的計量及標準的統一就顯得更加 重要， ISO 9000國際標準組織所推行的標準作業流程也因此傳遍全球開發中或已 開發之國家。本研究以ISO 9000國際標準的重要環節儀器校正做為研究背景，探 討儀器校正實驗室與其顧客之間若發生服務失誤、服務補救、服務等候時間。顧 客對儀器校正實驗室處理的方式有何反應?本研究採用實驗設計法進行測試，以 了解顧客反應，方可進行對應策略分析，使公司能更準確的了解顧客心理，使用 正確的對策而留住更多顧客，得以永續經營。
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