This is an old revision of the document!
Observations and Reactions to a Service Process 服務流程的觀察與啓發
One effective way to learn about a topic is by identifying its most basic components and analyzing what happens when some of those items are missing. One of the early steps towards learning about service involved the students experiencing and observing a service process that was less than ideal. The students analyzed the experience personally from the point of view of the end user/customer. They discussed their reactions and what core issues they felt led to the service breakdown.
一種有效瞭解研究議題的方法是觀察其最基本的組成元素，並分析其中這些元素出錯或失去時的影響。學生學習服務議題時的初期步驟之一，就是去體驗和觀察一套不甚理想的服務流程。學生們從終端用戶/客戶的角度分析了自身的體驗。學生也與彼此探討了他們的感受，以及他們認為服務之所以不理想的核心問題所在。