关于服务补救和巩固扩大忠诚读者群问题的思考

Considerations about the Service Recovery and the Consolidation/Expansion of Loyal Reader Groups

探讨了科技出版社通过优质服务、服务补救,特别是通过避开服务误区,充分利用服务补救定位巩固忠诚读者群的问题。

This paper probes into the problem of positioning,consolidating and expanding loyal reader group through quality service and service recovery especially through avoiding service errors and making full use of service recovery.