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

    Theoretical Introduction of Service Recovery and the Discussion of Its Strategical Significance

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王增民,胡 伟,齐佳音:北京邮电大学经济管理学院,北京

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



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.

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.


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