【摘要】 成功的服务补救,可将愤怒、失望的顾客转化为忠诚顾客,甚至比从未发生过服务失败更对企业有好感。然而,取得服务补救的成功,并非易事,且一次失败的服务补救对顾客的伤害愈深。本文提出一成功服务补救的"五步骤"模型,希冀对服务企业有所启发。更多还原

【Abstract】 A successful service recovery can turn angry, frustrated customers into loyal ones. It can, in fact, create more goodwill than if things had gone smoothly in the first place. However, it’s not easy to get a successful service recovery, and an unsuccessful service recovery will be more harmful to the customers. This article provides a model for successful service recovery.更多还原