服务补救运作策略问题研究
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外国经济与管理 2002 年 第 24 卷第 07 期, 页码：45 - 49
摘要
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摘要
一项好的服务补救措施 ,能将不满意的顾客转变为忠诚顾客。本文从分析服务失误的成因入手 ,讨论了服务补救的内涵及意义 ,构建了服务补救—质量提升模型 ,并就服务补救的运作策略作了进一步的探讨和分析。
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[2]W L Hart,J L Heskett,andW E Sasser,TheProfitableArtofServiceRecovery[J]HarvardBusinessReview,1990,68(4):148-156
[3]C Goodwin,andI RossConsumerResponsestoServiceFailures:InfluenceofProceduralandInteractionalFairnessPerception[J]JournalofBusinessResearch,1992,(25):149-163
[4]C Webster,andD S SundaramServiceConsumptionCriticalityinFailureRocovery[J]JournalofBusinessResearch,1998,41:153-159
[5]MaxhamJamesG ServiceRecovery’sInfluenceonConsumerSatisfaction,PositiveWord of mouth,andPurchaseInten tions[J]JournalofBusinessResearch,2001,54(1):11-24
引用本文
杨俊, 刘英姿, 陈荣秋. 服务补救运作策略问题研究[J]. 外国经济与管理, 2002, 24(7): 45–49.
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