Applying the Fuzzy Analytic Hierarchy Process to the Analysis of Leisure Business Service Failure Weights

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Title:	Applying the Fuzzy Analytic Hierarchy Process to the Analysis of Leisure Business Service Failure Weights
Authors:	沈冠亞 Annie
Contributors:	觀光與會議展覽學士學位學程 Program of Tourism and MICE Management
Keywords:	關鑑字;消費者滿意度;服務失誤;模糊層級分析法 Keywords;customer satisfaction;service failure;fuzzy analytic hierarchy process
Date:	2012
Issue Date:	2014-06-27 11:33:53 (UTC+8)
Abstract:	運用模糊層級分析法釐清服務失誤嚴重程度正確的服務規劃及服務執行，是服務業保有高顧客滿意度、甚至高忠誠度的重要方法，但再好的服務也難免發生服務失誤，企業應以快速且正確的服務補救去彌補對消費者的虧欠，並且檢討服務失誤發生之原因及其影響；服務失誤之種類甚多，每一種服務失誤影響顧客滿意之程度不同，因此本研究運用文獻回顧、專家訪談及問卷調查，針對台灣正快速發展中的休閒企業建構服務失誤之層級架構，並運用模糊層級分析法釐清各種服務失誤之嚴重程度，結果顯示，在所有服務失誤構面中，權重最高的三項為『違反公平交易觀念的行動 Abstract Proper service planning and execution is important for ensuring high customer satisfaction and loyalty. However, even excellent service experiences occasional service failures. Businesses should be able to use rapid and accurate service recovery
Appears in Collections:	[Department of Tourism and MICE] Journal Articles

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