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一直以来,服务企业在现实中都面临着服务补救的困境,服务补救理念的落后导致服务补救活动缺乏系统性是其根源。本文通过分析服务失误产生的原因、服务补救策略以及服务补救系统的重要作用,提出服务补救系统的目的不应当局限于弥补服务失误,而在于系统性地减少服务失误。提出只有强化失误预警系统、建立进攻性的服务补救系统和完善服务改进系统,并且与企业中其他系统相互融合,才能建立起有效的服务补救系统。
All along, service enterprises are faced with the plight of service recovery in reality. The backwardness of service recovery concepts leads to the lack of systematicness of service recovery activities. This paper analyzes the causes of service failures, service remediation strategies and the important role of service recovery system. The purpose of service recovery system should not be limited to make up for service failures, but rather to systematically reduce service failures. It is suggested that an effective service recovery system should be established only by strengthening the early warning system, establishing an aggressive service recovery system and improving the service improvement system, and integrating with other systems in the enterprise.