An Empirical Study Of The Influence Of Personality Traits Service Recovery Satisfaction Of The Right

With the prosperity of the city, the residents is increasing, our country’s service industry more and more get the attention of people, and at the same time, service failure is inevitable, not only harm the interests of customers, also harm the interests of service enterprises. Therefore, in the case of a service failure or failure, need to service recovery to take necessary measures, to establish customer satisfaction and loyalty.From perspective of consumer personality traits, this paper firstly introduces the definition and characteristics of personality traits and classification; Through service recovery in the customer’s different personality traits, based on the theory of customer satisfaction, expectation model, the correlation analysis of personality traits and customer satisfaction.Analysis results show that in the process of service recovery, different personality types of customers, quality of service recovery expectation and perception to remedy it exists obvious difference, so the demand for service recovery measures. But no matter what personality types of customers, all exists between expectations and remedy the negative effect; And forward between perceived quality and effect.For enterprises, enterprises face the service failure have to do. First of all, have the courage to face the reality of service failure. Take timely and effective measures to make up for the service failure brings negative effect, make the customer satisfied, and to build confidence to enterprises, achieve the goal of customer retention. Second, must be practical and effective. In terms of personality traits that set out to customers, different personality types of customers, is different to the requirement of service recovery. Should give full consideration to the different needs of customers, therefore, should not be rigid, fixed service recovery measures, as far as possible do it makes different personality types of customers can achieve satisfaction. Finally, completes the prevention work. Reflection of service failure cause and extrapolate, and its deficiencies to make correction, put an end to happen the same mistake again.