| 面向顾客投诉：服务补救和组织学习 |
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| 引用本文： | 袁文龙,苏慧文,吴鑫.面向顾客投诉：服务补救和组织学习[J].南开管理评论,2000,3(3):66-68. |
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| 作者姓名： | 袁文龙 苏慧文 吴鑫 |
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| 作者单位： | 1. 青岛海洋大学企业管理专业
2. 青岛海洋大学海尔经贸学院经济管理系 |
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| 摘 要： | 本文结合国内外先进企业在售后服务上的经验，提出了面向顾客投诉的有效补救措施，并且指出，企业可以通过顾客投诉的数据资料，结合其它信息，促进企业内各个层面的不断改进，从而实现有效的组织学习。
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| 关 键 词： | 顾客投诉 服务补救 组织学习 |
Toward Customer Complaints: Service Recovery and Organizational Learning |
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| Yuan Wenlong,Su Huiwen,Wu Xin.Toward Customer Complaints: Service Recovery and Organizational Learning[J].Nankai Business Review,2000,3(3):66-68. |
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| Authors: | Yuan Wenlong Su Huiwen Wu Xin |
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| Institution: | Yuan Wenlong;Su Huiwen;Wu Xin |
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| Abstract: | Referring to the service activities of excellent corporations at home and abroad, in this article we introduce some effective recovery methods against Customer complaints.We also point out that corporations can improve overall activities and achieve successful organizational learning with the help of data and knowledge got from customer complaints and other ways. |
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| Keywords: | Customer Complaints Service Recovery Organizational Learning |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
