Service Recovery Strategies Based on Customer Second Satisfaction

摘要：

Service failure is determined by the characteristics of the service, so it is inevitable. This paper discusses customer buying behavior that it based on the intention of the customer service response pattern, response forms, response to the cause of complaints (or do not complain) after service failure, which discusses the formation mechanism of the customer Second satisfaction , and the service recovery strategy is proposed by the fair of result and the process and interaction-oriented.

作者: LIU Zhicheng

作者单位: College of Economics & Management Heilongjiang Bayi Agricultural University Daqing, China

会议类型: 国际会议

会议名称: International Conference on Management and Service Science(2011年第五届管理与服务科学国际会议 MASS 2011)

会议地点: 武汉

会议语种:英文

页码: 1-4

在线出版日期: 2011-08-12（万方平台首次上网日期，不代表论文的发表时间）