A Study on Internal Service Recovery Strategy Using CIT from the First Line Staff's Perspective

被引：0

作者：

Guoqing HUANG ^{[1
]}

Pengfei XIE ^{[1
]}

Hong SHU ^{[2
]}

机构：

[1] College of Economics and Management,Southwest University

[2] College of Economics and Business Administration,Yangtze Normal University

来源：

Agricultural Science & Technology | 2014年 / 11期

基金：

中央高校基本科研业务费专项资金资助;

关键词：

The first line staff; Internal service recovery; Critical incident technique; Recovery strategies;

D O I：

10.16175/j.cnki.1009-4229.2014.11.047

中图分类号：

F273.2 [产品管理];

学科分类号：

1202 ; 120202 ;

摘要：

Service is a special product. It is intangible and unstored, so service errors are not avoided. Once service errors appear, the first line staffs who keep direct touch with customers will play an important role in service recovery. The staffs’ negative emotions during the recovery service should be recovered by internal service recovery. In this paper, critical incident technique is applied to analyse the recovery strategies expected by the first line staff and the internal service recovery strategies such as inspiring, authorization, training and psychology service are put forward. the strategy most expected by the staff is reward.

引用

页码：2041 / 2044

页数：4