| 中美消费者对服务补救承诺反应的差异性分析 |
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| 引用本文： | 陈姣,董瑾.中美消费者对服务补救承诺反应的差异性分析[J].北京理工大学学报(社会科学版),2009,11(5):67-71. |
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| 作者姓名： | 陈姣 董瑾 |
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| 作者单位： | 北京理工大学,管理与经济学院,北京100081;北京理工大学,管理与经济学院,北京100081 |
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| 摘 要： | 服务补救是服务商在服务营销中需要认真面对的问题。在经济全球化的背景下，服务业的跨地区运营使得服务企业面临更加多样化的顾客。文章以中美问卷调查方式的实证研究为基础，从满意度、社会资本、服务时间等方面比较了消费者对服务补救承诺价值反应的差异，并对企业提出有效开展服务补救的建议。
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| 关 键 词： | 服务失败 服务补救 服务补救承诺的价值 |
| 收稿时间： | 2008/12/16 0:00:00 |
An Otherness Analysis of the Reaction of Sino-American Costumers to Win-back Offer |
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| CHEN Jiao and DONG Jin.An Otherness Analysis of the Reaction of Sino-American Costumers to Win-back Offer[J].Journal of Beijing Institute of Technology(Social Sciences Edition),2009,11(5):67-71. |
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| Authors: | CHEN Jiao and DONG Jin |
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| Institution: | 1.School of Management and Economics Beijing Institute of Technology, Beijing 100081 |
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| Abstract: | Service recovery is a question which the service provider needs to face earnestly in the service marketing.Under the background of economic globalization,the cross-regional operation of service industry entails facing diversified groups of customers.On the basic of empirical study on Chinese and American questionnaire,from the aspects of satisfaction,social capital and servicing time,this paper researches the difference of the consumer's reaction to win-back offer,and puts forward the suggestions to enterpr... |
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| Keywords: | service failure service recovery win-back offer worth |
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