| 服务失败和服务补救研究的关系视角 |
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| 引用本文： | 肖丽,李芳蓉. 服务失败和服务补救研究的关系视角[J]. 华东理工大学学报(社会科学版), 2006, 21(4): 52-56 |
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| 作者姓名： | 肖丽 李芳蓉 |
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| 作者单位： | 华东理工大学工商管理系,上海,200237;华东理工大学工商管理系,上海,200237 |
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| 摘 要： | 服务失败和服务补救研究对服务组织的盈利至关重要,从关系视角审视服务失败和服务补救问题是当前该领域研究的新课题。本文首先对服务关系进行了界定和描述,而后对相关的研究进行了梳理,并探讨了其中的理论机制,最后提出了这一研究的管理实践意义,以及进一步研究的设想。
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| 关 键 词： | 服务关系 服务失败 服务补救 |
| 文章编号： | 1008-7672(2006)04-0052-05 |
| 修稿时间： | 2006-09-07 |
Research on Service Failure and Service Recovery From Relationship Perspective |
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| XIAO Li,LI Fangrong. Research on Service Failure and Service Recovery From Relationship Perspective[J]. Journal of East China University of Science and Technology:Social Science Edition, 2006, 21(4): 52-56 |
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| Authors: | XIAO Li LI Fangrong |
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| Affiliation: | XIAO Li LI Fangrong |
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| Abstract: | Research on service failure and service recovery is very important for profit of service organizations. Moreover, it is new issue to examine the research from relationship perspective. In this paper, service relationship is defined firstly. And then, related researches are reviewed. Meanwhile, theory mechanism is discussed. At last, managerial implications and future directions are presented. |
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| Keywords: | service relationship service failure service recovery |
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