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
Maintenance Engineering Department of China Eastern Jiangxi Branch has 130 employees and manages four Airbuses A319 and two A320s. seen from the ratio of man to plane, it is the lowest among China Eastern branches (su...Maintenance Engineering Department of China Eastern Jiangxi Branch has 130 employees and manages four Airbuses A319 and two A320s. seen from the ratio of man to plane, it is the lowest among China Eastern branches (subsidiaries). Due to the requirement of the air market, the six planes are arranged separately in Nanchang, Shanghai, Fuzhou and Ningbo, thus the six planes are maintained in four places, which is unique among China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Maintenance Engineering Department of China Eastern Jiangxi Branch has 130 employees and manages four Airbuses A319 and two A320s. seen from the ratio of man to plane, it is the lowest among China Eastern branches (subsidiaries). Due to the requirement of the air market, the six planes are arranged separately in Nanchang, Shanghai, Fuzhou and Ningbo, thus the six planes are maintained in four places, which is unique among China
