服务补救研究综述被引量：14

General Review of the Service Recovery

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摘要本文从服务补救的内涵、对顾客感知和行为的影响以及维度、策略等几个方面对服务补救的研究状况进行了分析,探讨了相关的文献研究,并提出了服务补救后续研究的问题和方向。 The purpose of this paper is to review the literatures of the service recovery theory. It introduces the background of the service recovery, what the service recovery is, how the service recovery influences customers＇ behavior. Besides, this paper remarks on the dimension and strategy of service recovery and points out the research direction of service recovery in the future.

作者丛庆王玉梅

机构地区成都大学管理学院四川大学历史文化与旅游学院

出处《成都大学学报（社会科学版）》 2007年第2期6-9,共4页 Journal of Chengdu University (Social Sciences)

关键词服务失误顾客抱怨服务补救 service failure customer complaint service recovery

分类号 F014.5 [经济管理—政治经济学]

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参考文献26

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2[2]Hart,C.W.L.,Heskett,J.L.and Sasser,W.E.J.(1990),"The profitable art of service recovery",Harvard Business Review,Vol.68 No.July-August,148-156.
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7[7]Zemke,R.E.and Bell,C.R.(1990),"Service recovery",Training,27(6):42-48.
8[8]McCollough,Michael A.,Leonard L.Berry,and Manjit S.Yadav(2000),"An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery",Journal of Service Research,3(November),121-137.
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二级参考文献23

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