供电企业服务补救的影响因素

The Influencing Factors of Power Supply Enterprises' Service Remedy

经济全球化和信息化、科技的迅速发展加剧了市场竞争,追求高质量的服务,提高忠诚客户的数量,留住老客户,吸引新客户,成为供电企业新的工作重心。提高服务营销的质量,就要减少服务失误,加强服务补救措施建设。服务具有无形性、不可分离性、可变性、易消失性,因此不可避免会发生服务失误,一旦出现服务营销失误就应该进行服务补救。本文探讨了供电企业服务补救的影响因素,提出了供电企业服务补救方案,用来减少供电企业的服务失误所造成的损失,提高供电企业效益。

The globalization and information technology of economy, the rapid development of science and technology intensify the market competition. Therefore, pursuit of high - quality service, increasing quantity of loyal customers, customers have become the new focus of work in retaining regular customers and attracting new power supply enterprises. It should reduce the service fault to improve the quality of service marketing and strengthen the construction of serv- ice remedial measures. Because of the intangibility, inseparability, variability, easily de-orien- ting of service, the service fault will inevitably encounter; once the the service marketing fault appears, it should carry out the service remedy at once. This paper discusses the influencing factors of power supply enterprises＇ service remedy, puts forward the remedial scheme of power supply enterprises＇service to reduce the loss caused by service faults and increase the profit of power supply enterprises.