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研究生：	林義雄 Yi-Hsiung Lin
論文名稱：	口譯服務過程及其服務接觸之研究 A Study of the Process and the Service Encounter in Interpreting Events
指導教授：	陳子瑋 Chen, Tze-Wei
學位類別：	碩士 Master
系所名稱：	翻譯研究所 Graduate Institute of Translation and Interpretation
論文出版年：	2005
畢業學年度：	93
語文別：	英文
論文頁數：	195
中文關鍵詞：	腳本、重要事例分析、口譯服務、客戶滿意、期望
英文關鍵詞：	script, CIT, interpreting services, customer satisfaction, expectations
論文種類：	學術論文
相關次數：	點閱：433 下載：83
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本研究探討口譯服務品質及客戶滿意度之各項影響因素，採行之研究方法為腳本分析與重要事例分析，透過以問卷內容為主之訪談蒐集資料，訪談對象為社會各界組織共十四家、不同年資之口譯員共十位及一家口譯設備租賃公司。腳本分析探索兩個受訪群體對會議口譯服務過程之期望，本研究發現口譯員現行工作項目大致符合客戶期望，若能與口譯設備公司合作無間則更能提升客戶滿意度，但面對客戶會中對於口譯所表達之關切，口譯員仍須自我擬定合適之反應。重要事例分析研究兩個受訪群體服務接觸實況，研究發現口譯內容本身乃為客戶滿意之前提，客戶認為滿意主因在於口譯服務人員難得之個人特質，如設身處地為客戶著想、服務有耐心等，而大多數口譯員則預期應為個人翻譯能力卓越所促使。另一方面，客戶與口譯員皆認為口譯內容出現問題必然造成客戶不滿意，但是客戶多認為問題源自於口譯員本身，而口譯員則表示某些情況下客戶不滿實屬本身問題。本研究發現口譯內容本身並無法全然左右客戶滿意度與口譯服務品質，但仍然為關鍵因素，口譯員為進一步滿足客戶需求，除需維持專業水準，亦需留意客戶的關切，並培養值得嘉許的特質。

Abstract

This study is intended to identify factors that contribute to perceived quality in interpreting services and underlying causes of client satisfaction and dissatisfaction. It has approached this objective by means of two methodological applications—script analysis and CIT (critical incident technique). Data have been collected through questionnaire-based interviews with 14 organizations in various sectors, 10 interpreters of different career seniority, and one interpreting equipment rental company. Script analysis has probed into the expectations on the parts of both parties for a conference interpreting event as a service process. It has been found that the interpreter’s current practices meet most of the client’s expectations, and clients may feel even more satisfied if an interpreter works seamlessly with an interpreting equipment rental company. However, s/he may still have to formulate scripted responses to the client’s concerns regarding the interpretation. The CIT application has undertaken investigations into service encounters between these two populations. Quality in interpretation as a verbal output has been recognized as the premise of client satisfaction. From the client’s perspective, commendable personal attributes, such as thoughtfulness and patience, are the primary determinant instead of excellence in interpreting as expected by the interpreter. On the other hand, both parties agreed that failure in interpreting is bound to result in client dissatisfaction. However, the client may decidedly point fingers of blame at the interpreter whereas the interpreter considers the client occasionally responsible for the mishap. This study has found that interpretation itself would not solely affect client satisfaction or perceived quality in interpreting services, but it remains a critical factor. To better satisfy the client, the interpreter is advised not only to maintain their professional excellence but also to stay alert to the client’s concerns about interpretation and to develop praiseworthy attributes.

Table of Contents

Abstract    i
Abstract (Chinese)     ii
Chapter 1 Introduction    1
1. 1 Background of the Study    1
1. 2 Purpose of the Study and Research Questions    3
1. 3 Organization of the Study    3
Chapter 2 Literature Review    7
2. 1 From Services to Professional Services    7
2. 1. 1 Distinction between goods and services    7
2. 1. 2 Composition of a service product    8
2. 1. 3 Professional services    10
2. 2 Conference Interpreting as a Professional Service    15
2. 2. 1 Introduction to interpreting services    16
2. 2. 2 The core and supplementary services in an interpreting event    25
2. 2. 3 Interpretation as a Profession    28
2. 3 Service Quality, Customer Satisfaction and Their Assessment Tools    31
2. 3. 1 Service Quality    31
2. 3. 2 Customer satisfaction    33
2. 3. 3 Service encounters    35
2. 3. 4 Critical incident technique (CIT)    35
2. 3. 5 Service theater    37
2. 3. 6 Script theory    38
2. 4 Interpretation Studies    42
2. 4. 1 Stakeholders in an interpreting event    42
2. 4. 2 Quality in interpreting    45
Chapter 3 Research Methodology    55
3. 1 Research Framework    55
3. 2 Research Design    56
3. 2. 1 Scope of research    56
3. 2. 2 Study population    56
3. 2. 3 Research Tools    57
3. 2. 4 Data collection    60
3. 3 Data Analysis    64
3. 3. 1 Script methodology    64
3. 3. 2 CIT    64
3. 3. 3 Limitations of the script methodology    69
Chapter 4 Results    70
4. 1 Background Information of the Respondents    70
4. 1. 1 Clients’ background information    70
4. 1. 2 Interpreters’ background information    73
4. 2 Formation of the Client’s General Script    75
4. 2. 1 Master list of individual scripts    75
4. 2. 2 Core script    76
4. 2. 3 Paired comparison    78
4. 3 Formation of the Interpreter’s General Script    81
4. 3. 1 Master list of individual scripts    81
4. 3. 2 Core Script    82
4. 3. 3 Paired comparison    83
4. 3. 4 Summary    86
4. 3. 5 The interpreting equipment rental company’s script    86
4. 4 CIT Satisfactory Incidents    89
4. 4. 1 Service theater    89
4. 4. 2 BBTM    96
4. 4. 3 Summary    102
4. 5 CIT Dissatisfactory Incidents    103
4. 5. 1 Service theater    104
4. 5. 2 BBTM    111
4. 5. 3 Summary    117
Chapter 5 Analyses    119
5. 1 Script Analysis    119
5. 1. 1 Discrepancy    119
5. 1. 2 Congruency    127
5. 1. 3 The involvement of the interpreting equipment rental company    128
5. 2 CIT Analysis    131
5. 2. 1 Satisfactory experience with interpretation services    131
5. 2. 2 Dissatisfactory experience with interpretation services    135
5. 2. 3 Summary    138
Chapter 6 Conclusion    140
6.1 Research Framework and Findings    140
6.2 Implications    145
6. 3 Limitations and recommendations    146
References    148
Appendix A Questionnaire for the Interpreter    156
Appendix B Questionnaire for the Client    159
Appendix C Critical Incidents (in Chinese)    162
Appendix D The Master List of the Client’s Individual Scripts    174
Appendix E. The Master List of the Interpreters’ Individual Scripts    182


List of Tables


Table 2. 1 A Comparison of Propositions Regarding Professional Services    15
Table 2. 2 Issues Addressed on the Websites of the Three Professional Associations    27
Table 2. 3 Factors relevant to interpreting quality    54
Table 4. 1 Background Information of the Clients    72
Table 4. 2 Background Information of the Interpreters    74
Table 4. 3 The Core Script of the Conference Organizers    77
Table 4. 4 The General Script of the Clients after Rearrangement in Sequential Order    80
Table 4. 5 The Core Script of the Interpreters    82
Table 4. 6 The General Script of the Interpreters after Rearrangement in Sequential Order    85
Table 4. 7 The Interpreting Equipment Rental Company’s Script    88
Table 4. 8 Distribution of Satisfactory Incidents from the Client’s Perspective in the Service Theater Classification Scheme    89
Table 4. 9 Distribution of Satisfactory Incidents from the Interpreter’s Perspective in the Service Theater Classification Scheme    93
Table 4. 10 Distribution of Satisfactory Incidents from the Client’s Perspective in the BBTM Classification Scheme    97
Table 4. 11 Distribution of Satisfactory Incidents from the Interpreter’s Perspective in the BBTM Classification Scheme    101
Table 4. 12 Distribution of Dissatisfactory Incidents from the Client’s Perspective in the Service Theater Classification Scheme    104
Table 4. 13 Distribution of Dissatisfactory Incidents from the Interpreter’s Perspective in the Service Theater Classification Scheme    108
Table 4. 14 Distribution of Dissatisfactory Incidents from the Client’s Perspective in the BBTM Classification Scheme    111
Table 4. 15 Distribution of Dissatisfactory Incidents from the Interpreter’s Perspective in the BBTM Classification Scheme    115
Table 5. 1 Comparison and Contrast of the General Scripts    120
Table 5. 2 The Clients’ Actions Excluded from the Interpreters’ General Script    123
Table 5. 3 The Interpreters’ Actions Excluded from the Clients’ General Script    127
Table 5. 4 Congruence in Actions    128
Table 5. 5 Detailed Congruence in Actions    130
Table 5. 6 Comparison of the Clients’ and Interpreters’ Satisfactory Incidents Sorted with the Service Theater Classification Scheme    132
Table 5. 7 Comparison of the Clients’ and Interpreters’ Satisfactory Incidents Sorted with the BBTM Classification Scheme    133
Table 5. 8 Comparison of the Clients’ and Interpreters’ Dissatisfactory Incidents Sorted with the Service Theater Classification Scheme    136
Table 5. 9 Comparison of the Clients’ and Interpreters’ Dissatisfactory Incidents Sorted with the BBTM Classification Scheme    137



List of Figures


Figure 1. 1 Research Process Flowchart of This Study    6
Figure 2. 1 Perspectives on quality in interpreting    43
Figure 2. 2 Immediate Stakeholder Model    45
Figure 2. 3 Quality standards for the product and service of interpreting    48
Figure 3. 1 Paired comparison of sequential order of actions    58
Figure 3. 2 The BBTM Classification Scheme first developed by Bitner et al. (1990; 1994), and later modified by Ling (2000)    60
Figure 4. 1 Paired comparisons of sequential order of actions in the core script of the clients    78
Figure 4. 2 Paired comparisons of sequential order of actions in the core script of the interpreters    83
                                

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In Chinese

石辰盈 (2004)《電視新聞口譯情境研究：新聞主管及觀眾觀點》。台灣師範大學翻譯研究所碩士論文。
汝明麗 (1996)《從使用者觀點探討口譯品質與口譯員之角色》。輔仁大學翻譯研究所碩士論文。
周兆祥、陳育沾 (1995)《口譯的理論與實踐》。台北：台灣商務。
凌儀玲 (2000)《服務接觸中認知腳本之研究》。中山大學企業管理研究所博士論文。
楊承淑 (2000)《口譯教學研究：理論與實踐》。新莊：輔仁大學。
楊承淑 (2003)〈翻譯評鑑的理論與實踐〉《國立編譯館館刊》復刊號，31卷，41-54。
盧慧娟、呂羅雪、閻艾琳（2002）〈西中口譯線上教學之探討〉。《翻譯學研究期刊》，第七輯，343-369。
鮑川運 (1998) 〈同步口譯的過程及分神能力的訓練〉。《翻譯學期刊》，3期，21-36。

Websites
www.taals.net The American Association of Language Specialists
www.aiic.net The International Association of Conference Interpreters
www.atanet.org The American Translators Association

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