Theoretical Introduction of Service Recovery and the Discussion of Its Strategical Significance
Abstract: 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.
文章引用: 王增民 , 胡 伟 , 齐佳音 (2013) 服务补救理论综述及战略意义探讨。 服务科学和管理， 2， 101-106. doi: 10.12677/SSEM.2013.24017
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