摘要
随着旅游业的快速发展,服务补救受到了旅游企业的广泛关注.文章基于服务补救的已有研究提出了旅游企业"双向"服务补救的概念,并构建了其模型,旨在深化服务补救理论的研究,并对旅游企业实现服务补救绩效最大化给予一定的策略指导.
With the rapid development of tourism, service remedy has attracted more attention. Based on previous research about service recovery, it presents a new concept, ＂bidirection＂ service recovery, and a model is provided, to deepen previous research and to provide some strategic guide for maximization of service recovery.
出处
《湖北文理学院学报》
2012年第8期64-68,85,共6页
Journal of Hubei University of Arts and Science
关键词
旅游企业
服务补救
“双向”服务补救
Tourism corporation
Service recovery
＂Bidirection＂ service recovery
