摘要
由于服务自身的特点,导致服务失误不可避免,从而服务补救对服务业生存、发展至关重要。构建合理的服务补救系统,可以有效地提高服务质量和补救效果以及提升顾客满意度。餐饮业可以运用服务蓝图技术分析餐饮业顾客消费步骤、服务流程及常见服务失误点,从预警子系统、应急子系统和评估子系统三部分构建服务补救系统。
The service failure is unavoidable due to the service feature and it is hence of great importance to the service industry existence and development. The establishment of rational service recovery system is effective for the enhancement of service quality and recovery efficiency as well as that of customer satisfaction. It is concluded that the analysis of custom- er consuming procedures, service process and common service failure point by use of service blueprint technology is necessa- ry for catering industry to establish the service recovery system in the following three aspects： early warning subsystem, e- mergency subsystem and assessment subsysterrL
出处
《安徽工业大学学报（社会科学版）》
2013年第6期25-27,共3页
Journal of Anhui University of Technology：Social Sciences
基金
安徽省高校人文社科重点研究基地项目(2011sk733)
安徽工业大学青年教师科研基金项目(QS201004)
关键词
服务蓝图
服务失误
服务补救
service blueprint
service failure
service recovery
