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服务补救文献综述 被引量:3

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摘要 服务具有差异性、无形性、生产与消费同步性等一系列特点,即使是最优秀的企业也难免会出现服务失误。虽然服务失误有其出现的合理性,但企业绝不可听之任之,否则受损害的不仅仅是顾客,企业也会因此流失大量的顾客和利润,所以企业必须采取有效的服务补救措施。这就使得对服务补救的研究越来越受到重视。
作者 董国莉
出处 《现代商业》 2007年第07X期173-173,共1页 Modern Business
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