论文部分内容阅读
服务型企业直面顾客提供服务,在服务过程中往往会发生服务失误。如何进行有效补救,降低失误带来的负面影响,减少顾客的流失,成为服务型企业所追求的目标。本文通过对多家餐饮企业实施调查,将餐饮业服务失误的原因及相应的补救措施进行了分类,探析服务失误的严重程度、服务补救的速度以及服务补救的方式和顾客重购率之间的关系。
Service-oriented enterprises face customer service, service failures often occur in the service process. How to effectively remedy, reduce the negative impact caused by mistakes and reduce the loss of customers has become the goal pursued by service-oriented enterprises. Based on the investigation of a number of catering enterprises, this paper classifies the causes of restaurant service failures and the corresponding remedial measures, and analyzes the severity of service failures, the speed of service recovery, the service recovery method and the customer re-purchase rate relationship.