Developing A Conceptual Model of Service Recovery Quality

in International Symposium (oral presentation paper), 國際研討會(全文口頭發表)
標題Developing A Conceptual Model of Service Recovery Quality
AuthorsSHU-YI LIAW, 廖世義, & Shih-chung Cheng 鄭師中
出版日期Jun 15 2010 12:0

From the view of research methodology, these approaches loose off researchable integrity and seriousness. This research goes on with the qualitative research approach, and in-depth interviews 40 customers and 24 service staff that have ever experienced service recovery. Sampling objects focus in six service industries including retail business, cosmetics, restaurant, maintenance, medical treatment, and financial insurance & communication industry. Finally, via depth interview and conversation records, we transfer draft word for word into the written materials and conclude 14 key factors of SRQ. This study aims to construct a conceptual model of SRQ is constructed. Gaps happened among those resource entities which defined in the SRQ model are also discussed. The results are help to the researcher while undergoing gap analysis of SRQ, and support the managers planning the appropriate strategy of SRQ.

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