The Relationships Between Service Recovery and Customer Satisfaction: An Ezperimental Study in Restaurant
The relationship between Service Recovery and Customer Satisfaction has always been controversial in the theoretical circles. In this paper, in a small restaurant, without the knowledge of the test objects, the author designed a 2×2 factor experiment of service recovery to observe Customer Satisfaction and loyalty after service recovery. The results showed that Service Recovery is best not only substances, but also includes psychological, and the psychological care of customers is particularly important. The gap of Customer Satisfaction is not large between the High-concern/Low-compensation group and Highcompensation/Low-concern group, but the customers of Highconcern/Low-compensation group showed obvious loyalty. Based on this, the authors advised that in some of enterprises of service industry, the manager and the staff should give the customer a high degree of concern when a slight mistakes took place, this method could not only adequate material compensation and then reduce costs, but also access the customers loyalty.
Service Recovery Customer Satisfaction Customer Loyalty
YUAN Meng
School of Business, Hohai University, P.R.China, 210098
国际会议
天津
英文
365-368
2009-12-12（万方平台首次上网日期，不代表论文的发表时间）