服务恢复战略——企业如何修正服务缺陷并从中学习  

Service Recovery Stratage-How Firms Correct Service Failure and Learn from it

作　　者：李悠诚[1] 白承润[1] 李奇荣 

机构地区：[1]复旦大学管理学院企业管理系,上海200437

出　　处：《中国管理科学》2000年第3期48-52,共5页Chinese Journal of Management Science

摘　　要：为了保持长期的竞争优势要求企业不仅能够服务顾客、赢得顾客 ,更重要的是要留住顾客 ,而服务恢复战略对留住顾客至关重要。服务恢复战略以受理顾客投诉、发现服务缺陷为起点 ,通过圆满解决顾客问题提高顾客的满意度和忠诚度 ,并通过系统学习以不断改进服务质量 ,最终达到增加企业利润的目的。To maintain long term competitive advantage, firms should not only serve customers and win their favours, but also do their best to retain them Service recovery stratage(SRS) is important for firms to retain customers SRS can correct firms' service failure and make customer feel more satisfactory and more loyal to them Through implementation of SRS and systematic learning, firms can improve their service quality and finally increase their profits

关 键 词：服务恢复 服务缺陷 企业 竞争优势 营销学 顾客 

分 类 号：F274[经济管理—企业管理]