Title :
Service Recovery Strategies Based on Customer "Second Satisfaction"
Author_Institution :
Coll. of Econ. & Manage., Heilongjiang Bayi Agric. Univ., Daqing, China
Abstract :
Service failure is determined by the characteristics of the service, so it is inevitable. This paper discusses customer buying behavior that it based on the intention of the customer service response pattern, response forms, response to the cause of complaints (or do not complain) after service failure, which discusses the formation mechanism of the customer "Second satisfaction ", and the service recovery strategy is proposed by the fair of result and the process and interaction-oriented.
Keywords :
business continuity; customer satisfaction; customer services; service industries; customer second satisfaction; customer service response pattern; service failure; service recovery strategy; Companies; Customer satisfaction; Customer services; Mouth; Psychology;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998881
