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http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/57281完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇(Jiun-Sheng Chris Lin) | |
| dc.contributor.author | Chi-Feng Ching | en |
| dc.contributor.author | 江奇峰 | zh_TW |
| dc.date.accessioned | 2021-06-16T06:40:14Z | - |
| dc.date.available | 2024-07-29 | |
| dc.date.copyright | 2014-08-13 | |
| dc.date.issued | 2014 | |
| dc.date.submitted | 2014-07-29 | |
| dc.identifier.citation | Agarwal, R., & Karahanna, E. (2000), “Time flies when you're having fun: Cognitive absorption and beliefs about information technology usage,” MIS quarterly, 24(4).
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/57281 | - |
| dc.description.abstract | 如今是科技蓬勃發展的時代，自助服務科技(Self-Service Technology, SST)已廣泛地運用在日常生活之中，成為新興的服務傳遞方式，令大眾生活更加方便。雖然SST功能不斷精進，但仍無法避免在服務傳遞的過程中出現服務失敗，且因為服務人員不再參與服務過程，消費者必須自行完成服務失敗的排除，SST服務補救的概念因此應運而生。以往的研究主要著重在SST服務補救中的行為研究，討論消費者本身心理或能力的狀態，對服務補救的滿意度與行為意圖的影響，卻往往忽略探討如何利用介面設計去影響顧客執行SST服務補救的能力與信心，進一步影響服務補救的績效及行為意圖。有鑑於此，本研究提出一模型架構，探討SST服務補救的介面(如介面易用性及介面實用性)、執行SST服務補救的能力、服務補救績效與行為意圖之間的關係。實證結果顯示，SST服務補救的介面的確對SST服務補救執行能力及服務補救績效具有直接且正向的關係，且執行SST服務補救的能力對SST服務補救的績效及SST之行為意圖也確實都帶來正向的影響，也證實未來在建構SST服務補救系統時，介面設計的重要性將不可輕忽。 | zh_TW |
| dc.description.abstract | The rapid development of technology, paralleled by the infusion of self-service technologies (SSTs), has benefited our daily life. Although SSTs have continuously been improved, service failures still happen. Customers often have to deal with service failures on their own without the participation of employees. This operation is called SST self-service recovery. As previous research on service recovery mostly focused on the service recovery by employees and the co-production between employees and customers, there has been limited studies addressing customer self-service recovery. Therefore, this research develops an empirical framework to explore this issue. Results show that SST recovery interface characteristics have positive impacts on customers’ ability to conduct SST self-recovery and SST recovery performance. Customers’ ability to conduct SST self-recovery, in turn, have positive impacts on SST self-recovery performance and behavioral intentions toward SSTs. Managerial implications, limitations and future research directions are then discussed. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-16T06:40:14Z (GMT). No. of bitstreams: 1 ntu-103-R01724019-1.pdf: 599429 bytes, checksum: 184540f38be1ad0c5b844075e04d4d49 (MD5) Previous issue date: 2014 | en |
| dc.description.tableofcontents | 第一章 緒論 1
第一節 研究動機及目的 1 第二節 研究流程 3 第二章 文獻回顧 4 第一節 自助服務科技的種類 4 第二節 自助服務科技的服務失敗與服務補救 5 第三節 自助服務補救介面 7 第四節 自助服務補救執行能力 9 第五節 自助服務補救績效 11 第六節 假說推導 13 第三章 研究方法 18 第一節 研究架構 19 第二節 研究假說 20 第三節 研究變數定義與衡量 21 第四節 資料分析方法 23 第四章 資料分析 24 第一節 樣本分析 24 第二節 衡量模型分析 27 第三節 線性結構關係模式 33 第五章 研究結論與建議 37 第一節 研究結論 37 第二節 研究貢獻 39 第三節 管理意涵 41 第四節 研究限制與未來研究 45 參考文獻 47 | |
| dc.language.iso | zh-TW | |
| dc.subject | 介面實用性 | zh_TW |
| dc.subject | 介面易用性 | zh_TW |
| dc.subject | 自助服務科技 | zh_TW |
| dc.subject | SST服務補救執行能力 | zh_TW |
| dc.subject | SST服務補救績效 | zh_TW |
| dc.subject | 行為意圖 | zh_TW |
| dc.subject | Interface ease of use | en |
| dc.subject | and Behavioral intentions | en |
| dc.subject | SST recovery performance | en |
| dc.subject | Ability to conduct SST recovery | en |
| dc.subject | Interface usefulness | en |
| dc.subject | Self-service technology | en |
| dc.title | 自助服務補救介面對消費者自我服務補救之影響 | zh_TW |
| dc.title | The Influence of Self-Service Recovery Interface on Customers’ Self-Service Recovery | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 102-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 陳俊忠,連勇智 | |
| dc.subject.keyword | 自助服務科技,介面易用性,介面實用性,SST服務補救執行能力,SST服務補救績效,行為意圖, | zh_TW |
| dc.subject.keyword | Self-service technology,Interface ease of use,Interface usefulness,Ability to conduct SST recovery,SST recovery performance,and Behavioral intentions, | en |
| dc.relation.page | 54 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2014-07-30 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
| 顯示於系所單位： | 國際企業學系 | |
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