Abstract

It is worthy to concentrate on the issue of service recovery due to the fact that the service failures occur frequently in the administrative service system in elementary schools. The main purpose of this paper is to apply the quality function deployment (QFD) model to evaluate the solutions of administrative service recovery for elementary schools in Taiwan remote rural area. The proposed systematic steps of the QFD model are to perform the empirical survey. Study results show that the top four solutions of service recovery for elementary schools in Taiwan are ‘strengthening of education and training for employees,’ ‘regular review meetings,’ ‘establishment of standard operational procedure (SOP),’ and ‘top executives coming forward to solve problems and to apologize,’ respectively. Furthermore, some discussions of these four solutions were remarked in conclusion.

Key words: Quality function deployment (QFD) model, service recovery, elementary schools