客戶售後服務流程之策略、設計與改善 - 以 C 公司為例

Abstract

AIDC 自動識別技術 主要針對 B2B 市場，屬於一個高度競爭且強調服務之市場，尤其在各家硬體規格逐漸拉近的情況下，服務品質的好壞自然成為另一個產品滿意度的重要指標。 PZB 模型於 1985 年提出，主要解釋服務中的五大缺口，後續也廣泛的被使用在服務品質衡量的研究上，但相關研究討論多集中在一般服務業，針對專業服務業的研究實屬少數。本研究以 AIDC 產業為出發點，選定並整理出個案公司之現有服務流程，利用半結構式訪談法進行相關訪談後，彙整並試圖找出其服務缺口，提出對應建議之改善服務流程，最後針對 AIDC 產業的服務品質提升提出結論與建議。

AIDC Automatic Identification and Data Capture is mainly targeted at the B2B market , it belongs to a highly competitive and service oriented market. Especially whenthe hardware specifications are gradually closing to ea ch other and hard to differentiate, the quality of service naturally becomes key important indicator of product overall satisfaction. PZB model was proposed in 1985, it mainly explains the five major gaps in services. It has also been widely adopted and used in the study of service quality measurement, however for most of the related research discussions focus on the general service industry, while research on the professional service industry is a minority. This study takes the AIDC industry as the starting point, selects and sorts out the existing service processes of individual companies, uses semi structured interviews to try to find out their service gaps, proposes corresponding suggestions to improve the service processes, and finally puts forward conclusions and recommendations for improving the service quality of the AIDC industry.