A Framework of Service Failure Analysis for Ergonomic Interventions: A Preliminary Investigation in Convenience Store Services
Due to the characteristics of customer participation and heterogeneity in service operations, the demands and contents of service tasks are usually with great diversity. Therefore it is usually preferred to conduct failure analysis, instead of rigidly structured questionnaire, for the purpose of assessment and improvement in service quality. Furthermore, rather than conducting the survey to customers directly that seems to comply with the concept of customer orientation, it possesses great advantages in expertise and insights in failure analysis through service personnel surveys. In this study, service failure cases were collected using the Critical Incident Technique through the interviews to the service personnel from various chain convenience stores in Taiwan. These service failure incidents were then analyzed using the framework proposed in this study. Both active failures and latent failures from these collected incidents are categorized in hierarchical structures. These two failure categorizations were further mapped for providing empirical bases to the opportunities of ergonomic interventions in this particular service industry. The interpretations and implications from the resulted failure patterns are also discussed.
An-Che Chen
Minchi University of Technology, Taipei, TAIWAN
国际会议
17th World Congress on Ergonomics(第十七届国际人类工效学大会)
北京
英文
1-5
2009-08-09（万方平台首次上网日期，不代表论文的发表时间）