| 零售业的服务失误归因及服务补救策略 |
| |
| 引用本文： | 崔莹.零售业的服务失误归因及服务补救策略[J].中国市场,2008(10):144-146. |
| |
| 作者姓名： | 崔莹 |
| |
| 作者单位： | 重庆工商大学商务策划学院 |
| |
| 摘 要： | 零售企业是一个与顾客紧密联系的服务型企业,失误的频次相对较高,容易流失顾客,形成"不良口碑"。寻找服务失误的原因以及实施补救措施,降低顾客流失,减弱"不良口碑"成为零售企业所追求的目标。本文根据零售企业的运营模式将服务失误的原因进行了分类,从企业、顾客和供应商三个方面挖掘服务失误的原因并给出了相应的服务对策。
|
| 关 键 词： | 服务失误归因 服务补救 客户价值 不良口碑 |
The Causes of Service Failure in Retail Trade and Its Services Recovery Tactics |
| |
| Cui Ying.The Causes of Service Failure in Retail Trade and Its Services Recovery Tactics[J].China Market,2008(10):144-146. |
| |
| Authors: | Cui Ying |
| |
| Institution: | Cui Ying (Strategical Planning College,Chongqing Technology , Business University) |
| |
| Abstract: | As an enterprise connected tightly with customers, retailer is often facing service failure. Under these conditions, customers will lose the locality to the enterprise , which directly results in the negative word-of-mouth of the firm and profit lose. This paper classfies the causes of service failue accoring to the running pattern and gives some services solutions to the prolems. |
| |
| Keywords: | the causes of service failure services recovery customer value negative word-of-mouth |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
