Service remediation operation mechanism

Author: Yang Jun
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 implementing service recovery measures on restoring and enhancing customer satisfaction and loyalty. On this basis, it constructs a grey relational analysis model for service quality influencing factors 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. Meanwhile, the models consider the cost and benefit analysis of service recovery, highlighting that achieving the goal of improving the overall operational level of the service system should be accomplished through the effective implementation of service recovery strategies from a holistic perspective. The book focuses on exploring the operational mechanisms of service recovery, aiming to study the relationship between service recovery and corporate profit growth, discusses and defines the connotations of service failure and service recovery, and analyzes the impact of implementing service recovery measures on restoring and enhancing customer satisfaction and loyalty.