摘要
文章以银行业为研究背景,提出对服务补救悖论的正确理解,分析并验证了服务补救悖论的正确理解以及服务补救悖论的特定前提条件。同时,针对企业在服务补救管理中如何对待服务补救悖论现象,提出管理启示。
This paper takes banking industry as research example, puts forward the correct understanding on the service recovery paradox, and then analyzes its premise. At the same time, it proposes some suggestions on how to handle the paradox in the management of service recovery.
出处
《改革与战略》
北大核心
2010年第3期62-64,共3页
Reformation & Strategy
关键词
服务补救
服务补救悖论
service recovery
service recovery paradox
