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
In a globalized world, not only the business market is overlapped but also marketing models take shape within economic systems. While there has been a proliferation in the implementation of marketing in the private se...In a globalized world, not only the business market is overlapped but also marketing models take shape within economic systems. While there has been a proliferation in the implementation of marketing in the private sector, this paper provides a useful entry point for the understanding role of marketing within the nonprofit sector focused on China, the second worldwide economic power. A number of senior managers and directors from different Non-Governmental Organizations （NGOs） were interviewed of what they understood marketing to be and how they considered and implemented marketing within organizational strategy. The findings showed that while marketing was identified as an interesting and influential concept, Chinese nonprofit managers generally had a limited understanding of a marketing theory. The article further discusses reasons behind the dynamic based on personalized networks of influence used and the potential implications for nonprofit entities in China, a sector that plays a very noteworthy role in transformative economies.展开更多
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.
文摘In a globalized world, not only the business market is overlapped but also marketing models take shape within economic systems. While there has been a proliferation in the implementation of marketing in the private sector, this paper provides a useful entry point for the understanding role of marketing within the nonprofit sector focused on China, the second worldwide economic power. A number of senior managers and directors from different Non-Governmental Organizations （NGOs） were interviewed of what they understood marketing to be and how they considered and implemented marketing within organizational strategy. The findings showed that while marketing was identified as an interesting and influential concept, Chinese nonprofit managers generally had a limited understanding of a marketing theory. The article further discusses reasons behind the dynamic based on personalized networks of influence used and the potential implications for nonprofit entities in China, a sector that plays a very noteworthy role in transformative economies.
