价值导向的服务补救决策模型  

A Customer Value-oriented Service Failure Decision Model

作　　者：崔艳武[1] 苏秦[1] 陈婷[1] 

机构地区：[1]西安交通大学管理学院

出　　处：《管理学报》2010年第2期248-253,共6页Chinese Journal of Management

基　　金：国家自然科学基金资助项目(70472037);教育部新世纪优秀人才支持计划资助项目(NCET-04-0937)

摘　　要：着眼于企业成本控制,关注企业最优补救策略的决策机制设计。首先,基于顾客价值感知,将服务差错和服务补救系统进行了概念化建模;在此基础上以过程补救投入、结果补救投入和补救时机为决策变量,建立起企业服务补救决策的数学最优化模型;利用该模型,企业可以在满足顾客基本补救需求的约束条件下,制定出成本最优的补救策略。This study focused on the decision mechanism design of corporate optimal recovery strategies based on corporate cost control. First, it proposes a conceptual framework of service failure and service recovery system based on customer value perception. Then it constructs an optimization model of corporate service recovery decision with the variables of procedure recovery input, result recovery input, and recovery time. Under the condition of satisfying the basic recovery demand of customers, corporate can design the cost-optimized recovery strategy with this model.

关 键 词：服务差错 补救策略 成本控制 最优化模型 

分 类 号：F272[经济管理—企业管理]