摘要
服务补救是服务提供者为了应对服务失误所采取的所有行动。成功的服务补救不仅能够重新赢得顾客的满意和支持,而且也有利于深化顾客关系和树立企业形象,增强企业的竞争优势。本文在回顾了服务补救现有文献的基础上,总结出了影响服务补救效果的三大因素,即失误归因,顾客心理因素,外部因素,并对服务补救效果及策略进行了整理和归纳。
Service r take all the actions to ecovery is that service provider deal with service mistakes.Suc cessful service recovery enable enterprises to regain customer satisfaction and support, but also terprises to deepen relationships with custo establish a corporate image and enhance the tive advantage. Based on a review of the exis erature on service recovery, this paper s three namely factor strate help en- mers, and competiting lit ummarized factors impact the effect of service recovery mistakes attribution, customer psychological s, and external factors. And the effect and gy of service recovery were organized and summa- rized in this paper.
出处
《特区经济》
2013年第10期183-185,共3页
Special Zone Economy
