内部服务补救系统的构建研究

Study on the Construction of Internal Service Recovery System

服务补救包括外部服务补救与内部服务补救。由于外部服务补救研究起步较早,针对顾客的外部服务补救理论一直是学术界关注的焦点。事实上,随着内部营销理论的兴起,内部服务补救已经成为服务营销中无法回避的问题。文章在对服务补救基本概念进行解析的基础上,明确了内部服务补救的概念内涵,进而构建内部服务补救系统,以期对内部服务补救实践具有一定的借鉴意义。

The service recovery include the exterior service recovery and the internal service recovery. Because the research of the exterior service recovery began early, so the theories of the exterior service recovery aiming to customer have always been the focus in the academic circles. In fact, the internal service recovery has been a necessary problem in the service marketing with the rising and developing of the internal marketing theories. Based on the analyzing to the basic concept of the service recovery, this paper explicited the connotation of internal service recovery then sat up the internal service recovery system. Thus it made a good useless to the practice of the internal service recovery.