再多一次接触:顾客反馈机制对服务失败后顾客评价的影响
It is difficult to control service quality for any service firm and service failure is inevitable due to human ornon-human factors. As a result，service recovery stirred the interest of researchers and practitioners. However，service failure may not be identified by firms because a majority of dissatisfied customers will not complain to the service provider. Thus，this research proposes a proactive customer feedback mechanism comprised of proactive solicitation of customer feedback，customers providing feedback and follow-up communication and examine their impact of customer evaluations in the context of service failure. This research tries to establish that through adding a continuous series of satisfied service encounters or ”moment of truth” to service failure encounters，the customer evaluations toward the service will be significantly improved.
顾客反馈机制 服务失败 顾客评价 计算机应用 服务质量
鲁直 王如意
复旦大学,管理学院,上海,200433
国内会议
北京
中文
40
2009-05-14（万方平台首次上网日期，不代表论文的发表时间）