The Research On Service Recovery Management System Of High Star-level Hotel

Service recovery is the hotel makes prompt and initiative response after having the service fault. The service recovery to maintain the customer to relate, turning dissatisfied customers into satisfied customers, and continues to bring the income for the hotel to have the vital significance. However the related service recovery's research are actually few, the system and comprehensive research which carries on to the service recovery are less, the service recovery is also unsatisfactory in the hotel actual utilization. This paper will be more systematic study on the issue of remedial services, hoped that to serves the recovery theory and the hotel practice management has the help. This article primary coverage is as follows:At first, introduced the research background, the significance and the method, service recovery literature review; and our country High Star class Hotel's present situation and the erroneous zone of serves recovery.Secondly, constructs the hotel service fault recognition system. Analysis service fault positive way significance. In the service fault situation, elaborated the mechanism which encourages the customer sues, elaborated the strategy of how to recognize the service fault.Thirdly, constructs the hotel service recovery reaction system. This part elaborated the service recovery necessity, studied how to carry on processing the information of customer complains.Fourthly, constructs the hotel service recovery achievements lift system. Through degree of satisfaction appraisal and cost income appraisal, elaborated how to appraise the service recovery effect. Based on this, studied the feedback function of service recovery to service assurance, and also service quality, and elaborated the promotion strategy of service recovery management in detail.