Airmate Appliances After Sale Service Recovery Research

With the influx of rapid development of household electrical applianceenterprises and foreign-funded enterprises, household electrical appliance industry isbecoming increasingly fierce.China industry industrial upgrading into the mainmelody, the network sales boom, become the important supplement of offline salesforce.Although home appliance industry has developed rapidly, the problems thatservice quality and management levels not neat stand out，its software constructionobviously lagged behind the construction of hardware facilities.How to improve theirlevel of service has become all enterprises compete for market and retain customersuccess.Due to the characteristics of the service, service failure is inevitable.In orderto bring the negative impact of service failures to a minimum, companies need toconduct timely and effective service recovery.Positive and effective remedy forenhancing customer service satisfaction, maintaining customer loyalty and increasecorporate profits has an important role.In combination with my work practice and thinking on the domestic applianceservice, select the service Airmate company’s remedy for the study.Based on previousliterature data collection and collation, the paper first defines the concept of servicerecovery, then combed the theory of service recovery, puts forward the researchthought and framework.The study selects the customers who experienced the Airmatecompany’s service recovery as the research objects, combined with Airmatecompany’s customer service service content questionnaire.We use SPSS statisticalsoftware to analyze the collected data, discuss the problems in the process of thecompany’s services remedy,and finally we put forward the feasible countermeasuresfrom five aspects.In the current study, research on the enterprise customer service service recoveryfrom the view of customer satisfaction is less, practical application of servicerecovery in enterprises is also unsatisfactory.Therefore this article from theperspective of customer satisfaction research service recovery, we want to enrich thefield of theoretical research service recovery and help improve the practice ofenterprise management.Main contribution of this article can be summarized as thefollowing two points: First, we get rid of the traditional purely theoretical analysis, therelationship between customer perception and service satisfaction through dataanalysis, confirmed the service recovery for the service failure and the importance of customer satisfaction.Secondly, the topic of this paper is innovative. Since the servicerecovery in household electrical appliance enterprises are still in the exploratory stageuse, so research in this area is still relatively scarce. In this study, a small appliancecompany on behalf of Airmate, analyzes the status of remedial Airmate’s service, anddiscusses the problems and gives feasible suggestions for building a home applianceindustry to provide reference service redress system.