Service remediation mechanism

Author: Yang Jun / Country: Mainland China
Publisher:
Publish Date: 2006-07-01
Features: This book focuses on exploring the operational mechanisms of service recovery, aiming to study the relationship between service recovery and corporate profit growth. It discusses and defines the connotations of service failure and service recovery, analyzing the impact of service recovery measures on restoring and enhancing customer satisfaction and loyalty. On this basis, it constructs a grey relational analysis model for factors influencing service quality and a service recovery-quality improvement model. The book also introduces the concept of customer assets to further argue the costs and benefits of service recovery. Additionally, through an analysis of service recovery strategy issues in several typical industries, it proposes specific operational procedures and measures for service recovery. The models constructed in this book analyze the operational process of service recovery from a dynamic perspective, emphasizing the prediction of service recovery needs. At the same time, the models consider the cost and benefit analysis of service recovery, pointing out that the overall service system's operational level should be improved from a holistic perspective through the effective implementation of service recovery strategies.