連鎖餐飲業服務補救策略之研究

A Study of Service Recovery Strategy for Chain Restaurant Industry

本研究旨在探討顧客對於連鎖餐飲業中王品集團旗下之餐飲業，服務補救策略之研究。透過問卷調查進行實證分析，結果發現不同背景的顧客對服務補救策略偏好差異方面發現，不同學歷、服務年資之顧客對於服務人員未重視顧客的權益的服務失誤補救策略具顯著性差異。

This study aims to research customers face the service failure recovery strategies for chain Chain Restaurant Industry - A Case of Wowprime Restaurant Group. Customer preference for service recovery strategies difference aspects, customers of different qualifications, years of work experience of the staff did not pay attention to the interests of the customer service failure recovery strategies have significant differences.