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旅行社服务补救体系建设的意义及方法

Author(s)：
刘海冯叶菲

Publication Title：

Wen Yuan (High School Edition) 2018 No.11

Affiliations：
四川大学锦城学院工商管理学院四川成都 611731

Abstract：
旅行社服务的无形性、生产与消费的同时性决定了服务失败是不可完全避免的,服务失败会降低顾客的满意度和忠诚度.在经营管理中,旅行社能够及时跟踪服务失败以及实施适当的补救战略能够使消费者的背离降到最低.旅行社服务补救体系的建立对于客户关系管理具有非常重要的意义.本文从分析服务失败的类型入手,以消费者感知公平模型为理论基础,为旅行社建立完善的服务补救体系提出了相应的观点和建议.

Keywords：
服务失败;服务补救;感知公平模型

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[1] 刘海,冯叶菲.旅行社服务补救体系建设的意义及方法[J].Wen Yuan (High School Edition),2018(11),.

文渊(高中版)

Wen Yuan (High School Edition)

Language: 中文

CN：11-9276/G

ISSN：2096-6288

Publication Frequency: 月刊

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