摘要
服务的特性决定了服务失误不可完全避免,服务补救对于企业进行服务失误管理以及重新获得顾客忠诚有着重要意义。首先对归因理论、公平理论以及关系品质在服务补救中的运用作简要分析,然后在理论分析的基础上构建服务补救模型,最后提出企业实施服务补救的具体策略。
The characteristic of service determines that service failure can not be completely avoided. Service recovery has significant meaning in service failure management and regaining customer loyalty. This article analyzes the use of attribution theory, equity theory, and relationship quality in service recovery firstly. Then the service recovery model based on the theory analysis is Constructed. Finally, some concrete tactics of service recovery are orooosed.
出处
《大连海事大学学报（社会科学版）》
2007年第3期66-70,共5页
Journal of Dalian Maritime University(Social Science Edition)
关键词
服务补救
归因理论
公平理论
关系品质
模型构建
service recovery
attribution theory
equity theory
relationship quality
construction of model
