旅游企业“双向”服务补救的概念与模型探析  

Concept of "Bidirection" Service Recovery of Tourism Corporation and the Model

作　　者：冯玮[1] 陈琳[1] 

机构地区：[1]湖北大学旅游发展研究院,湖北武汉430062

出　　处：《湖北文理学院学报》2012年第8期64-68,85,共6页Journal of Hubei University of Arts and Science

摘　　要：随着旅游业的快速发展,服务补救受到了旅游企业的广泛关注.文章基于服务补救的已有研究提出了旅游企业"双向"服务补救的概念,并构建了其模型,旨在深化服务补救理论的研究,并对旅游企业实现服务补救绩效最大化给予一定的策略指导.With the rapid development of tourism, service remedy has attracted more attention. Based on previous research about service recovery, it presents a new concept, ＂bidirection＂ service recovery, and a model is provided, to deepen previous research and to provide some strategic guide for maximization of service recovery.

关 键 词：旅游企业 服务补救 “双向”服务补救 

分 类 号：F590[经济管理—旅游管理]