DocumentCode
2976986
Title
Service Recovery Strategies Based on Customer "Second Satisfaction"
Author
Liu Zhicheng
Author_Institution
Coll. of Econ. & Manage., Heilongjiang Bayi Agric. Univ., Daqing, China
fYear
2011
fDate
12-14 Aug. 2011
Firstpage
1
Lastpage
4
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;
fLanguage
English
Publisher
ieee
Conference_Titel
Management and Service Science (MASS), 2011 International Conference on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-6579-8
Type
conf
DOI
10.1109/ICMSS.2011.5998881
Filename
5998881
Link To Document