Joyce and Woolf have introduced into modern fiction both a matter and a manner peculiar in English literature. One fact strikes the reader at the very outset: in their fiction, time and consciousness are always in ope...Joyce and Woolf have introduced into modern fiction both a matter and a manner peculiar in English literature. One fact strikes the reader at the very outset: in their fiction, time and consciousness are always in operation. Joyce and Woolf took pains to explore the true inward life of their characters and the possibilities展开更多
Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in se...Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.展开更多
文摘Joyce and Woolf have introduced into modern fiction both a matter and a manner peculiar in English literature. One fact strikes the reader at the very outset: in their fiction, time and consciousness are always in operation. Joyce and Woolf took pains to explore the true inward life of their characters and the possibilities
基金Supported by the Fundamental Research Funds for the Central Universities
文摘Service is a special product. It is intangible and unstored, so service er-rors are not avoided. Once service errors appear, the first line staffs who keep di-rect touch with customers wil play an important role in service recovery. The staffs＇ negative emotions during the recovery service should be recovered by internal ser-vice recovery. In this paper, critical incident technique is applied to analyse the re-covery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.
