SSEM  >> Vol. 2 No. 4 (September 2013)

    服务补救理论综述及战略意义探讨
    Theoretical Introduction of Service Recovery and the Discussion of Its Strategical Significance

  • 全文下载: PDF(196KB) HTML   XML   PP.101-106   DOI: 10.12677/SSEM.2013.24017  
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作者:  

王增民,胡 伟,齐佳音:北京邮电大学经济管理学院,北京

关键词:
服务失败服务补救服务质量顾客满意战略意义 Service Failure; Service Recovery; Service Quality; Customer Satisfaction; Strategical Significance

摘要:

无论多么优秀的企业,服务失败都不可避免。当发生服务失败时,迅速有效的服务补救可以提升顾客满意度和忠诚度。为此,服务提供者应该进行预应性设计以降低可能的服务失败所带来的影响。本文基于对相关理论的研究,从战略角度去探讨服务补救在提升服务质量、完善服务系统、维持客户关系、实现长期利润等方面所起到的全局性和长期性的效应。

No matter how excellent an enterprise is, service failure is inevitable. When the service failure occurs, a timely and effective service recovery can enhance customers’ satisfaction and loyalty. Therefore, to reduce the impact of the potential service failure, a proactive design should be carried out by the service provider. Based on the related theory researches, this paper discusses the overall and long-term effects of the service recovery from a strategic perspective on enhancing the service quality, improving the service system, maintaining the customer relations and achieving the long-term profit and so on.

文章引用:
王增民, 胡伟, 齐佳音. 服务补救理论综述及战略意义探讨[J]. 服务科学和管理, 2013, 2(4): 101-106. http://dx.doi.org/10.12677/SSEM.2013.24017

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