Rare earths and other critical minerals are widely used in clean energy,semiconductors and other advanced industries,as well as in the defense sector.They are often described as the“gold of the 21st century”and the...Rare earths and other critical minerals are widely used in clean energy,semiconductors and other advanced industries,as well as in the defense sector.They are often described as the“gold of the 21st century”and the“vitamins of industry.”As the United States steps up its containment of China,the Trump administration places great emphasis on critical minerals security.展开更多
Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in se...Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.展开更多
文摘Rare earths and other critical minerals are widely used in clean energy,semiconductors and other advanced industries,as well as in the defense sector.They are often described as the“gold of the 21st century”and the“vitamins of industry.”As the United States steps up its containment of China,the Trump administration places great emphasis on critical minerals security.
基金Supported by the Fundamental Research Funds for the Central Universities
文摘Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.
