Service Repair

The economy based on service has an important status in major western developed countries. Many economists refer to today's western society as service economy. In the course of globalization, service is taking a more and more important role in Chinese economy. So, learning and using service to produce higher values is important to each Chinese enterprise. Every corporation has to try in best to provide no-mistake service. So that customers should be satisfied. However, it's impossible to avoid making mistakes, even for the most excellent service personnel. When it occurs, the corporation has to take some measures to correct these mistakes, which call for service recovery, in order to change the unsatisfied customer into a satisfied one. Researches show that, if the corporation can take effective service recovery timely, then the complaining customer will not deviate this corporation; Instead, in most cases of the corporation's service, this customer will become an advocate even volunteer propagandist. So, it's necessary to research service failure and service recovery for corporation and the whole economy.When studying the topic of service recovery, this paper uses economic theories to analyze the correlated problems, and adopts plenty of statistics to support the viewpoint. This paper firstly introduces relevant literature in western countries on service quality, service recovery and service recovery management, focusing on their basic concept, main thoughts and creations, then absorbs the newest latest researches home and abroad. On this basis, the author puts forward her own viewpoint. This paper contains four chapters.Chapter One introduces the basic concept of service quality service failure and service recovery. Service quality has become the competitive focus in service economy. Service is intangible, with service production and service consuming occurring simultaneously, and the service process involving mass human relations. These three characteristics decides that the customers' mentality play an important role in service quality. Service quality is also called service perception quality, which is decided by the difference between service expectation and real service effect. The characteristic of service quality shows that service failure is the critical component of service, which means the customer's unsatisfied status when facing defective service. Then, service recovery is put forward. Service recovery is the positive reaction of Service Corporation when it provides defective service. Through service recovery, the corporation can rebuild customers' satisfaction and faith, so that it can set up a good image.Chapter Two discusses the service recovery management, which is the plan, carrying out and control. Service recovery management is an important component of service quality management. It exists in every part of service quality management, and is correlated closely with management level, employee level and customer level. With the management of service profit chain and supply chain, we can bring out the concept of total service recovery. On the basis of service profit chain, linked with total quality management, service recovery management should include tri-lateral relations among corporation, employee and customer. The supply chain theory connects service recovery management with total service flow and corporation profit. So the extension enlarges, including the relationship between enterprise and its cooperated partner. With these points, we can make a definition on total service recovery management. That is, the recovering action on service failure attended by all subjects and all personnel of enterprise, with the intention of totally meeting customers' requirement and getting back their satisfaction. It is aimed at the failure in the contacting process with customer, in operation process inside the enterprise, and cooperation outside the enterprise. Accordingly, total service recovery management includes three aspects, that is, the recovery on customers' satisfaction, internal em...