Reshaping Service Recovery System Based On Customer Satisfaction
Under the framework of resource exchange theory, this article develops a model of customer satisfaction after service recovery. The model integrates different service failure attributes and service recovery methods to explain the forming process of customer satisfaction after service recovery. The survey was conducted at restaurant and hotel industry in China. We compare the different impact mechanisms of customer satisfaction after service recovery in the two industries. At last, we advance some solution and advices to reshape service recovery system according the characteristic of the two industries.
service failure service recovery customer perceived value customer satisfaction.
Yi Wang Rong Chen Yan Wang Ping Zhao
School of Economics and Management, Tsinghua University, Beijing, 100084, China
国际会议
上海
英文
2007-09-21（万方平台首次上网日期，不代表论文的发表时间）