标题:
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
作者:
王增民, 胡伟, 齐佳音
关键字:
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
期刊名称:
《Service Science and Management》, Vol.2 No.4, 2013-09-26
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.