Research On Service Recovery Management In Retail Enterprises

As the development of service industry, service management has been paid more and more attention to by the academic circles and service enterprises. The feature of service determines that service failure is inevitable. Service failure damages the service quality, and brings about loss. Service recovery just could help repair it. Retail is an important part of service industry. But service quality hasn't been paid attention to by the enterprises, not to say the service recovery. So the author chooses service recovery of retail enterprises as the study object. Construct a system of service recovery management. And try to give some advice to improve the service quality of retail enterprises.Firstly, the paper describes the service problems and draws the study object. Then the author expounds the basic theory of service recovery and retail industry.Secondly, the author does the systems analysis about the service recovery in the retail industry. It contents industry environment analysis and the management analysis of the enterprises about the service and service failure.Thirdly, the author constructs the service recovery management system. Monitoring the service system is to judge and forecast the service system in case service failure would happen. Implementing the service recovery means what we should do when the service failure happened. Improving the service recovery is to evaluate the job of service recovery and give some advice to improve the service recovery system. That is the innovation of this paper. This part is the major of this paper.Fourthly, the author uses the quantitative analysis to do the further study about how to identify service failure and what customers evaluate the effect of service recovery. It is done by doing the questionnaire about the supermarkets in Beijing. Then give advice about how to improve the service ability after doing the statistical analysis. At last, the author summarizes this paper and gives the conclusions.