| 服务补救悖论前提条件的分析与启示 |
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| 引用本文： | 杨燚,杨健,霍伟伟.服务补救悖论前提条件的分析与启示[J].改革与战略,2010,26(3):62-64. |
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| 作者姓名： | 杨燚 杨健 霍伟伟 |
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| 作者单位： | 1. 桂林电子科技大学管理学院,广西,桂林,541004
2. 同济大学管理学院,上海,201800 |
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| 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。
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| 关 键 词： | 服务补救 服务补救悖论 |
On the Premise of the Service Recovery Paradox and Its Inspiration |
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| Yang Yi,Yang Jian,Huo Weiwei.On the Premise of the Service Recovery Paradox and Its Inspiration[J].Reformation & Strategy,2010,26(3):62-64. |
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| Authors: | Yang Yi Yang Jian Huo Weiwei |
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| Institution: | 1. School of Economics and Management, Guilin University of Electronic Technology, Guilin, Guangxi 541004; 2. School of Economics and Management, Tongji University, Shanghai 201800) |
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| Abstract: | 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. |
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| Keywords: | service recovery service recovery paradox |
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