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    24-蔡振蒼(用餐情境, 服務失誤與顧客抱怨行為之實徵性研究).pdf
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    24-蔡振蒼(用餐情境, 服務失誤與顧客抱怨行為之實徵性研究).pdf檔名:1446005106006.pdf
    篇名/題名:Dining Occasions, Service Failures and Customer Complaint Behaviours: an Empirical Assessment
    摘要:This study mainly aims to examine the
    moderating effect of restaurant dining occasions
    on service failures and customer complaints
    thereon. The contribution of this study is to use
    a scenario-based approach in restaurant
    settings. A total of 791 subjects participated in
    this study by using a between-subjects factorial
    design. The results showed that the ‘product
    defects’ group reported slightly stronger
    complaint behaviours than did the ‘reservation
    was handled incorrectly’ group when having a
    birthday dinner party with friends. Similarly,
    respondents in the ‘unfriendly service’ group
    reported slightly stronger complaint behaviours
    than respondents in the ‘reservationwas handled
    incorrectly’ group. In business dinner situations,
    significant differences also were noted in three
    types of service failures. Respondents in the
    ‘product defects’ group reported stronger
    complaint behaviour responses than did the
    ‘reservation was handled incorrectly’ group. In a
    similar vein, respondents in the ‘product defects’
    group reported stronger complaint behaviours
    than respondents in the ‘unfriendly service’
    group. However, complaint behaviours were not
    found to be statistically significant for a family
    gathering dinner occasion.
    類型:期刊論文
    西元出版年:2012
    著作語言:英文
    關鍵詞:service failurescustomer complaintsdining occasionscustomer behavioursexperimental design
    作者:作者:
     蔡振蒼(Chen-Tsang (Simon) Tsai)
    學校系所:餐飲系
    卷期:INTERNATIONAL JOURNAL OF TOURISM RESEARCH;vol. 6 卷;period 14 期
    頁碼:601-615