服務失誤（Service Failure）對於服務型產業是相當重要的一個議題，它不僅會影響顧客與企業之間的關係，同時也連帶影響了企業績效。但過去的文獻，大多探討服務失誤發生後該如何補救，而較少討論該怎麼減少服務失誤發生。
因此本研究透過對房屋仲介顧客的調查，目的在於了解目前顧客對於房屋仲介業的「產品涉入程度」對於房屋仲介業的「服務失誤」是否有顯著影響；並進一步探討房屋仲介業推出的資訊科技「行動看屋服務」對於減少其「服務失誤」的發生是否存在顯著影響。
本研究採用問卷調查方式，藉由參考過去文獻以及以往的研究作為編制的依據，以台灣目前曾經接受過房屋仲介服務及使用過行動看屋服務的顧客作為研究對象，利用電子式問卷及便利抽樣法方式進行調查。研究結果顯示：（1）顧客對於房屋仲介業的「產品涉入程度」對於房屋仲介業的「服務失誤」各構面上並不具有顯著影響；（2）「行動看屋服務」的「節省時間」、「多功能性」構面對於減少其「服務失誤」的發生具有部分顯著影響。根據研究結果，本研究認為房屋仲介業發展行動看屋服務，能在減少服務失誤這方面產生影響。

To service industries, “Service Failures” might be a great issue, due to it will have a great effect not only on the relationship between industries and customers, but also on the industry’s performance. In previously, researchers mostly focus on the issues of service failure remedial measures, but few study discussed that how to decrease the probability of the service failure.
This study is to investigate whether there exists significant effects on the “Service Failures” between real estate customer with high and low ”Product Involvements”. Therefore, the another research purpose is to assure whether the “Mobile House Searching”, which is the “Information Technology Applications” that real estate industries provided, have significant effects among “Service Failures”. The results of this study will give some advices to real estate industries to consult.
This empirical study design a questionnaire consulted past literatures and scholars’ to carry out this survey. Customers of real estate industries that ever use the “mobile house searching technology” are selected and we distributed electronic questionnaires to those customers by convenient sampling. Results show that there are no significant effects on product involvements and there are partial significant effects on Information Technology Applications’ aspects- “Conservation of Time” and “Multifunctional Capabilities”. According to the results of this study, we suggest that is worth to continued developing and improving the mobile house searching technology for real estate industries.

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