Research On Service Recovery Based On Customer Satisfaction

China southern airlines is one of the biggest three airlines in China.In this paper, A Airlines is based on the background of China southern airlines.After years of rapid developments,A airlines meets its bottleneck problems, for example its original service concept, service process, service standards, service system and so on.Compared with other airlines,A Airlines needs change.From the aspects of passengers’strong demand to improving the quality of service,A Airlines has been in a very important period of change.Therefore,it is very important to help A Airlines completing its service recovery strategy, improving service quality and improving customer satisfaction, promoting its customer loyalty, and maintaining its competitiveness.On the basis of customer satisfaction,this paper studies the A Airlines service problems in service recovering.By further study of service recovery literature and visiting A Airlines,many problems were found in its service recovery.In this paper,many optimization strategies will be put forward.As service failure happens unavoidably,timely and effective service recovery measures can make up for customer complaints and complaints after service failure.Also it can improve the customer satisfaction and finally enhance the brand effect of A Airlines and the industry reputation, make A Airlines’profit maximization possible.Based on the investigation and study in A Airlines,The author interviewed several managers and many staffs at the production line in A Airlines.Through these people,the author found many problems in A Airlines’service recovery.From the angle of employees,the costumers,A Airlines itself,this paper analyzed the reasons of service failure and put forward many optimization strategies on service recovery. And at the end of the article,the author introduced the theory of "staff-customers" satisfaction mirror. From the perspective of service profit chain,the article analysied of the relationship between employee satisfaction and customer satisfaction. Finally, the study found that effective aviation service recovery strategies must base on the customer satisfaction and employee satisfaction both.