摘要
信息化时代的来临为信息共享、自由交流创造了条件,个人的观点、意见以及思想可以通过网络平台便捷的表达。开放的社会环境加速了信息的传播,人们对服务补救的理解更加深刻,服务失误发生之后对补救的质量更为重视。服务补救的水平直接影响顾客抱怨的可能性,并对企业形象及综合竞争力产生影响。本文通过分析信息化时代顾客抱怨的特点,探讨信息化时代服务补救对顾客抱怨的影响,并提出化解顾客抱怨的对策。
The information age create advantages for information sharing and free exchange,through network platform,personal view,opinion and ideas can be expressed conveniently.Opened social environment accelerate information dissemination,people pay more attention to the quality of service recovery.Service recovery directly affects the possibility of customer complaints and has effect on the enterprise image and comprehensive competitiveness.This paper analyzed the characteristics of customer complain of information era,evaluate impact of service recovery on customer complain and proposes some countermeasures.
出处
《电子测试》
2013年第6S期239-240,共2页
Electronic Test
关键词
信息化时代
服务补救
顾客抱怨
information age
service recovery
customer complaints
