| 成功服务补救的“五步骤”模型 |
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| 引用本文： | 何会文.成功服务补救的“五步骤”模型[J].华东经济管理,2005,19(4):21-24. |
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| 作者姓名： | 何会文 |
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| 作者单位： | 天津大学,管理学院,天津,300072 |
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| 摘 要： | 成功的服务补救,可将愤怒、失望的顾客转化为忠诚顾客,甚至比从未发生过服务失败更对企业有好感。然而,取得服务补救的成功,并非易事,且一次失败的服务补救对顾客的伤害愈深。本文提出一成功服务补救的"五步骤"模型,希冀对服务企业有所启发。
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| 关 键 词： | 服务失败 服务补救 "五步骤"模型 |
| 文章编号： | 1007-5097(2005)03-0021-04 |
| 收稿时间： | 3/2/2005 12:00:00 AM |
| 修稿时间： | 2005年3月2日 |
Five-step Model for Successful Service Recovery |
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| HE Hui-wen,QI Er-shi.Five-step Model for Successful Service Recovery[J].East China Economic Management,2005,19(4):21-24. |
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| Authors: | HE Hui-wen QI Er-shi |
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| Institution: | Management School, Tianjin University,Tianjin 300072,China) |
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| Abstract: | A successful service recovery can turn angry, frustrated customers into loyal ones. It can, in fact, create more goodwill than if things had gone smoothly in the first place. However, it's not easy to get a successful service recovery, and an unsuccessful service recovery will be more harmful to the customers. This article provides a model for successful service recovery. |
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| Keywords: | service failure service recovery five-step model |
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