期刊文献+

服务补救:服务失误时的质量管理 被引量:2

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摘要 服务失误会对企业造成不良的影响,企业应采取及时主动的反应进行服务补救。为建立有效的服务补救系统,企业必须系统性地整合组织结构、服务流程、人力资源、组织学习等方面,这样才能切实地为顾客提供良好的服务,减少服务失误。
作者 刘艳
出处 《江苏商论》 北大核心 2006年第3期88-89,共2页 Jiangsu Commercial Forum
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参考文献3

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二级参考文献5

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共引文献51

同被引文献19

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  • 4Swanson S.R.,Kelley S.W..Service recovery attributions and word-of-mouth intentions[J].European Journal of Marketing,2001,35,(1):194-211.
  • 5Spreng R.,Harrell G.,Mackoy,R..Service recovery:impact on satisfaction and intentions[J].Journal of Services Marketing,1995,9,(1):15-23.
  • 6McColl-Kennedy J.R.,Sparks B.A.,Application of fairness theory to service failures and service recovery[J].Journal of Service Research,2003,5,(3):224-266.
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  • 9M.J.Bitner,B.H.Booms,M.S Tetreault.The Service Encounter:Diagnosing Favorable and Unfavorable Incidents[J].Journal of Marketing.1990,54,(1):71-84.
  • 10刘明菲,马丽.基于服务利润链的物流服务补救策略[J].商业研究,2007(9):190-193. 被引量:3

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