【作者】 陈春梅；

【导师】 左仁淑；

【作者基本信息】 四川大学 ， 企业管理， 2006， 硕士

【摘要】 在经济全球化背景下，市场竞争日趋激烈，贸易壁垒的打破更是加剧了企业之间的竞争，这就使争取顾客、维持顾客成为企业重要的战略目标，而确保顾客重复购买最有效的方式就是在每一次服务时提供符合或超出顾客期望的产品或服务。但是，这通常是不易达成的，由于服务的无形性、异质性、生产与消费的同步性、易逝性造成了服务提供与生产的高度不确定性，再有顾客对服务质量评价的主观性等特点。因此，再好的服务公司都难以避免服务失败的发生，通常在服务失败后，顾客会产生消极的态度，若不及时修复服务失败，就势必会造成纷争或者顾客流失，给企业带来严重的损失，所以，研究服务修复，特别是服务修复的流程管理就十分重要。 本文正是借助于服务修复研究的相关理论以及服务修复在实践中的操作情况，研究了服务修复的流程管理。本文，首先通过对有关市场经济环境背景、服务失败的不可避免的分析，提出本文研究的背景和研究目的，然后通过文献检索法，对国内外资料的广泛涉猎，综述了国内外服务修复的研究现状，存在的问题，以及发展趋势；然后，阐述了相关文献内容，分析了服务的概念、特性和顾客感知服务质量模型，界定了服务失败和服务修复的含义，阐述了服务修复流程管理的相关理论：公平理论，期望失验理论，社会交换理论，流程管理理论。 本文最后从企业和顾客两个方面考虑的，提出了服务修复的流程管理模型，包括服务失败确认、服务修复处理、服务修复质量评估、资料整理分析、服务系统改进五个步骤。但是服务修复流程管理在企业中的有效运行，需要建立完善的支持系统，这表现在两个方面，一方面，每次服务修复的进行都需要有一定的系统进行支撑，提供人员与信息解决问题；另一方面，并不是一次服务失更多还原

【Abstract】 In the condition of the global economic, marketing competition becomes more and more intense, which make develop customers and keep customers become to the service suppler’ important strategic objective, and in order to keep the customers, the service suppler should supply the perfect service to the customers every time, which seem to be impossible. All-mighty service suppler can’t avoid the subtle service failure because of the inmmaterialitveness, heterogeneitiveness and unreservativene of service, and the customers are perceptional to the service, even the best suppler. Customer often complains after encountering the service. If the service suppler can’t dissolve service failure properly, the customers will go, which will loss much more. So, How to transform the passive post complaint attitude has already become one of hot topic in the marketing research.This paper is just about the service recovery process basing on the former research and process theory. The paper first proposed the issues discussed in this paper through the analysis of the environment background about market economy and the analysis of service failure. It reviewed the researches, both abroad and domestic, and it assessed the existing researches on service recovery. Then, it expounded the basic theory of service management, analyzed the concept, characters of service and the model of customer perception service quality. It demarcated the concepts of service failure and service recovery, It explored the theory basis of service recovery, such as perceptional justice, disconfirmation, and social resource exchange and process management.At last, the paper expounded its focal point that is the model of service process更多还原