本研究係在探討服務業之服務失誤類型（ service failure ），以定性 （ qualitative ）之重大事件技術法（ Critical Incident Technique ）研究，研究對象 為臺灣地區零售服務業顧客。 本研究根據 803 份問卷，將服務失誤分為三大類 15 項細類 ，以此可與現有服務品質構面比較，了解服務失誤常見類型與其構面特質。
This is an exploratory study of service failure in service industry. Critical Incident Technique (CIT), which belongs to the qualitative research method, is using to find out the service failure incidents. From 803 incidents of retailing customers in Taiwan, We conclude 15 kinds of service failure that can compare with the service quality dimension theory and understand the dimension of service failure. The ressarch and management application for service failure are discussed.
