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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇(J. Chris Lin) | |
| dc.contributor.author | Rhett Martin Straube | en |
| dc.contributor.author | 史瑞德 | zh_TW |
| dc.date.accessioned | 2021-06-15T04:25:30Z | - |
| dc.date.available | 2009-08-21 | |
| dc.date.copyright | 2009-08-21 | |
| dc.date.issued | 2009 | |
| dc.date.submitted | 2009-08-21 | |
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/45531 | - |
| dc.description.abstract | For well over a decade a growing number of service marketing researchers and practitioners have been exploring the phenomenon of the problem customer and its consequences for frontline employees, other customers and the firm. The motivators for problem customers and the various forms of deviant customer behavior have been documented and categorized. Previous research has also delved into the coping mechanisms and problem solving techniques which frontline service personnel employ while attempting to provide quality service when the customer is dysfunctional in his or her role in the service encounter. Existent research into problem customers has focused on specific sectors of the service industry thus resulting in substantial differences between the types of problem customer behaviors and coping techniques reported. Utilizing previous literature in problem customer behavior and coping mechanisms of frontline employees as a basis for the investigation, this study examines the extent to which previously discovered problem customer behaviors and frontline employees’ coping strategies exist in a more diversified sample group. With the critical incident technique, the researchers identify 9 specific types of problem customer behavior from 204 critical incidents reported in a wide range of service industry sectors. A variety of innovative frontline employee tactics employed by a highly geographically and demographically diverse sample group are also discovered. The author concludes with a discussion on the implications of the investigation for researchers, managers and the frontline employees themselves. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-15T04:25:30Z (GMT). No. of bitstreams: 1 ntu-98-R96749041-1.pdf: 310140 bytes, checksum: 21fc9fa78dbd67fdb6a05c6c459b8c5c (MD5) Previous issue date: 2009 | en |
| dc.description.tableofcontents | Abstract i
List of Tables iii Chapter 1 Introduction 1 1.1 Introduction 1 Chapter 2 Literature Review 3 2. Literature Review 3 2.1. Behavioral Typologies of Problem Customers 3 2.2. The Consequences of Problem Customer Behavior 24 2.2.1. Long-Term Psychological Consequences 24 2.2.2. Short-Term Emotional Effects 24 2.2.3. Behavioral Effects 25 2.2.4. Physical Consequences 26 2.3. Coping Strategies: Frontline Employee Tactics 30 2.3.1. Psychological Coping Tactics 30 2.3.2. Problem Focused Coping 35 Chapter 3 Method 39 3.1. The Critical Incident Technique 39 3.2. Design 39 3.3. Data Analysis 41 3.3.1. Problem Customer Behavior Category Development 41 3.3.2. Analysis of the Coping Tactics 42 Chapter 4 Results 43 4.1. New Typology of Problem Customer Behavior 43 4.2. The Coping Strategies 58 4.2.1. Rapport Building Behavior 59 4.2.2. Not taking it personally 62 4.2.3. Soliciting the help of coworkers 63 4.2.4. Follow Protocol and Referral 64 4.2.5. Manipulating the Servicescape 64 4.2.6. Revenge Fantasies (Hochschild, 1983) Expediting, referral and venting (Bailey and McCollough, 2000) 65 Chapter 5 Conclusion 66 5.1 Discussion 66 5.2 Managerial Implications 66 5.3 Limitations and Future Research 70 References 72 | |
| dc.language.iso | en | |
| dc.subject | 問題顧客行為 | zh_TW |
| dc.subject | 服務人員應對策略之研究 | zh_TW |
| dc.subject | typology | en |
| dc.subject | jaycustomer | en |
| dc.subject | coping | en |
| dc.title | 問題顧客行為與服務人員應對策略之研究 | zh_TW |
| dc.title | Problem Customer Behavior in the Service Industry: A Typology of Behaviors and Frontline Employee Coping Tactics | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 97-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 謝明慧(Hsieh, Ming-Huei),任立中(Jen, Li-Chung) | |
| dc.subject.keyword | 問題顧客行為,服務人員應對策略之研究, | zh_TW |
| dc.subject.keyword | jaycustomer,coping,typology, | en |
| dc.relation.page | 80 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2009-08-21 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 企業管理碩士專班 | zh_TW |
| 顯示於系所單位： | 管理學院企業管理專班(Global MBA) | |
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