| 基于影响指标专家评估的服务补救策略解析 |
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| 引用本文： | 雷江升. 基于影响指标专家评估的服务补救策略解析[J]. 皖西学院学报, 2007, 23(1): 34-38 |
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| 作者姓名： | 雷江升 |
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| 作者单位： | 河海大学,商学院,江苏,南京,210098 |
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| 摘 要： | 在服务行业,由于顾客在服务现场的存在,事实上服务失误是无法规避的。不论如何努力,最出色的服务组织也无法避免偶尔的失误。本文在开发计量项目、实地进行问卷调研的基础上,通过影响指标专家评估,定量分析得出服务补救策略应考虑的指标优先程度,从而较科学地制定出全面服务补救策略,使服务组织能够在服务失误发生时出色地进行补救,改进与提升顾客感知服务质量。
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| 关 键 词： | 多目标决策 专家评估 服务补救 |
| 文章编号： | 1009-9735（2007）01-0034-05 |
| 收稿时间： | 2006-12-20 |
| 修稿时间： | 2006-12-20 |
Strategy Research of Service Recovery based on Expert Choice of Multiple Objective Decision-Making |
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| Lei Jiangsheng. Strategy Research of Service Recovery based on Expert Choice of Multiple Objective Decision-Making[J]. Journal of Wanxi University, 2007, 23(1): 34-38 |
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| Authors: | Lei Jiangsheng |
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| Abstract: | Because of the participation of customers,it is impossible to avoid the service mistakes.Based on the investigation,this paper tries to get the prior sequences of making decision on service recovery.So service organization can improve the quality of customer perceived service. |
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| Keywords: | multiple objective decision-making expert choice(EC) service recovery |
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