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服务质量管理一直是企业界和学术界关注的热点问题。影响服务质量的因素异常错综复杂。服务与一般实体产品不同,服务具有无形性、异质性、不可储存性及生产与消费的同时性等特点,这一系列特点造成在提供服务的过程中,即使最优秀的企业也不可避免出现服务失误(Service Failure)。尽管服务失误在所难免,但作为服务的提供者必须学会如何针对服务失误进行补救。提高服务补救(Service Recovery)水平,是保持客户满意和提升企业形象的一个非常重要的手段。
Quality of service management has always been a hot issue in business and academia. Factors affecting the quality of service abnormalities complicated. Services are different from general physical products. They are characterized by invisibility, heterogeneity, non-storability and simultaneity of production and consumption. These characteristics lead to the fact that even the best enterprises are inevitable in the process of providing services Service Failure. Although service failures are inevitable, as service providers must learn how to remedy service failures. Improving the level of service recovery is a very important means of maintaining customer satisfaction and enhancing corporate image.