Service encounter is the core of many service industries. Most researches on service encounter pay attentions to the interpersonal interaction in the past. But in recent years, because of the fast development of technology, especially on the use of information technology, it brings the new turning point in enterprises, and it changes the original interpersonal interaction.
College education is a kind of high interpersonal interaction service industry. In recent years, web-based instruction became a trend in college education. Therefore, this study attempt to know the change of learning satisfaction after the technology infusion in service encounters from the student¡¦s point of view. Aimed at the student of traditional and web-based instruction respectively and used critical incidence technique (CIT) to collect and analyze the data, we found the satisfaction/ dissatisfaction sources and compared the difference between technology infusion or not. There were five findings in this study.
1. The satisfaction/dissatisfaction factors were categorized to seven sources. They were ¡§learning environment¡¨, ¡§web-based instruction system¡¨, ¡§instructor¡¨, ¡§ peer relationship¡¨, ¡§course¡¨, ¡§interaction¡¨, ¡§entire performance¡¨.
2. Before the technology infusion, ¡§instructor¡¨ is the critical factor to influence satisfaction with service encounter. The teaching attitude, teaching performance, profession and expression ability of instructors will influence learning satisfaction.
3. After the technology infusion, ¡§web-based instruction system¡¨ is the critical factor to influence satisfaction with service encounter. The design, stability, ease of use, speed of data transmission, flexibility of the web-based instruction system will influence learning satisfaction.
4. Whether the technology infusion or not, we found that the importance of ¡§interaction¡¨ did not decrease.
5. Whether the technology infusion or not, ¡§peer relationship¡¨ is the important source of learning satisfaction.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0210103-162411 |
| Date | 10 February 2003 |
| Creators | Lan, Hung-Wen |
| Contributors | Jacob Y.H.Jou, none, none |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0210103-162411 |
| Rights | unrestricted, Copyright information available at source archive |
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