| 基于手段-目的链的服务失误自检体系研究 |
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| 引用本文： | 刘维,左仁淑,李若冰.基于手段-目的链的服务失误自检体系研究[J].北京工商大学学报(社会科学版),2010,25(6):83-88. |
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| 作者姓名： | 刘维 左仁淑 李若冰 |
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| 作者单位： | 四川大学工商管理学院,四川,成都,610064;四川大学工商管理学院,四川,成都,610064;四川大学工商管理学院,四川,成都,610064 |
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| 摘 要： | 服务业在国民经济中的地位日益增强,如何让服务补救的体系更加完善、服务补救的工作更有效果已经成为学术界和企业界共同关注的问题。运用"手段—目的链"的分析方法得出的结果与顾客抱怨的分析结果作为主要依据,提出服务失误自检体系的概念,并建立起快餐店的服务失误自检体系。
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| 关 键 词： | 服务补救 手段-目的链 自检体系 |
The Self-test System of Service Failure based on Means-End Chain |
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| Liu Wei,Zuo Ren-shu,Li Ruo-bing.The Self-test System of Service Failure based on Means-End Chain[J].Journal of Beijing Technology and Business University:Social Science,2010,25(6):83-88. |
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| Authors: | Liu Wei Zuo Ren-shu Li Ruo-bing |
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| Institution: | Liu Wei,Zuo Ren-shu & Li Ruo-bing(Business School,Sichuan University,Chengdu,Sichuan 610064,China) |
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| Abstract: | The service industry is playing an increasingly important role in national economy.How to make the service recovery system more complete and the related work more effective have become common concern in both academic and business circles.This paper introduces the analytical method of means-end chain,the results of which and analysis results of customers' complaint are the main basis for this paper.Based on the comprehensive analysis of the two results mentioned above,a concept of self-test system of service... |
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| Keywords: | service recovery means-end chain self-test system |
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