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服务失败的补救管理 被引量:3

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摘要 服务的特性决定了服务失败发生的可能性,而服务失败对企业所造成的负面影响决定了服务补救管理的必要性。服务补救管理过程中注重向员工授权和提升顾客感知公平可以提高补救管理绩效,达到顾客满意。
作者 徐伟青
出处 《经济管理》 CSSCI 北大核心 2004年第23期19-21,共3页 Business and Management Journal ( BMJ )
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参考文献12

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