以服务补救文献探讨和理论分析为出发点,定性分析服务补救能力与企业营销绩效之间的相关关系,结论为:服务企业的营销创新能力和关系营销能力是解释二者关系的重要中介变量,服务补救能力可以通过提高企业的关系营销能力影响营销绩效水平,也可以通过提高企业的营销创新能力影响营销绩效,但是后者必须以“组织学习能力”的调节作用为前提。 Based on the discussion and theoretic analysis of service recovery literature, this paper qualitatively analyzes the correlation between service remediation ability and corporate marketing performance. The conclusions are as follows: service marketing innovation capability and relationship marketing capability are important intermediary variables to explain the relationship between service and service Remediation ability can affect the marketing performance by improving the relationship marketing ability of the enterprise, and can also affect the marketing performance by improving the marketing innovation ability of the enterprise, but the latter must be premised on the regulatory function of “organizational learning ability”.