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优质服务是企业生存与发展的基础和前提。然而服务与有形产品相比,具有无形性、异质性、不可分离性和易逝性等特征,另外,更重要的是服务质量评价的主观性特点,这些都注定了服务失误的不可完全避免且大量存在。服务失误必然引起顾客的抱怨,抱怨行为主要表现为沉默抵制、负面口碑、直接向企业抱怨、向消费者协会等第三方投诉等四种类型。从供电企业角度而言,顾客直接抱怨有助于企业优质服务的改进以及获得顾客的忠诚。从顾客的角度看,顾客直接抱怨是最好的精神发泄方式。
Quality service is the basis and premise for the survival and development of enterprises. However, compared with tangible products, services have such characteristics as invisibility, heterogeneity, inseparability and perishability. In addition, more important is the subjective characteristics of service quality evaluation, which are doomed to avoid service mistakes can not be completely avoided And a large number of existence. Service mistakes inevitably lead to customer complaints, complaints mainly for the performance of silence boycott, negative reputation, complain directly to the business, consumer associations and other third-party complaints and other four types. From the point of view of power supply enterprises, customers complain directly about improvements that help them to provide quality services and gain loyalty to their customers. From the customer’s point of view, customers complain directly is the best way to breathe.