服務失誤與服務補救──銀行案例分析

Service Failure and Service Recovery - Banking Case Study

銀行業是我國金融產業重心，在經濟發展一直扮演舉足輕重地位。自1980年代末期政府陸續開放金融自由化後，銀行業經營起了重大的變化，衝擊著傳統金融機構的營運，本研究由某銀行的3個客訴服務失誤案例加以探討，以TRIZ理論萃取服務補救策略，並於各案例產生相關策略，以耗用銀行資源程序及施行所需時間長短，落實先後次序的服務補救策略以幫助銀行單位選取適當的方法。

Banking business has always played a great role in financial business in our country. But since the last 1980s, there has been an ongoing economic reform, traditional bank companies were impacted the most. Hence, this research focuses on service failure and service recovery strategies and retrieves 3 customer service failure cases from a certain bank. According to those cases, the TRIZ theory was used to generate different service recovery strategies: each case has more than one strategy. Finally, these strategies were sorted by consumption of organization resources and time of preparation, in order to find the best solutions for each case for banking companies.