摘要
服务补救作为服务营销理论 ,已逐步应用到医院的服务实践中去。通过阐述服务补救的概念、意义及原则 ,提出服务补救应采取的策略 :①预防性策略 ;②及时性策略 ;③培养员工现场服务补救的能力 ;④注意随访并预期防范失误。
Service recovery as a theory of services marketing has gradually been applied to hospital services. By expounding the concept, significance and principle of service recovery, the paper puts forward some strategies that ought to be adopted in service recovery: ①preventive strategy; ②timely strategy; ③ the strategy of cultivating the employees capability of on the spot service recovery; ④ the strategy of laying stress on follow up and anticipation and prevention of errors.
出处
《中华医院管理杂志》
北大核心
2005年第3期203-204,共2页
Chinese Journal of Hospital Administration
