摘要
通过对三个非垄断性服务行业发放1500多份调查问卷,研究非垄断服务业服务补救中的消费者行为,并与已有的基于西方文化背景下的研究成果进行对比,认为如何发现不满意的消费者,提供消费者接受的补救方式是企业管理中的难点。提出了提高消费者抱怨的建议。
The customer behavior of service recovery in non-monopolies service industry of China is studied through more than 1 500 questionnaire of three non-monopolies service industry; and it is contrasted with the research results based on the west cultural context, h is considered that the difficulty in the business management is how to find out the unsatisfied consumer. Some suggestions are proposed on enhancing consumer＇ s complaint.
关键词
服务补救
消费者满意度
消费者行为
serviee recovery
customer satisfaction
customer behavior
