摘要
以在校大学生及公司职员为研究对象,通过问卷调查了解当前社会对医院服务失误的感知以及当遭遇服务失误所采取的态度,并对医院的服务补救措施作出评价。旨在对医院控制服务失误、提高服务补救水平提供参考意见。
In this article undergraduate and corp. staff were acted as study object; by the way of questionnaire apperceive and attitude when encounter service failure in hospitat were obtained;then service recovery was evaluated. Finally, some propose was recommended for hospital to control service failure and improve service recovery.
出处
《中国医院管理》
北大核心
2008年第11期18-20,共3页
Chinese Hospital Management
基金
中国博士后科学基金资助项目(2005038171)
关键词
服务失误
服务补救
社会调查
service failure,service recovery,society survey
