作为服务提供者，为了维持高的顾客保留率就必须进行有效的服务补救，让顾客二次满意，进而影响其行为意向。

As service providers, must perform effective service recovery in order to increase customer's recovery satisfaction and impact on behavior intention, then keeping high customer retention.

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正因为如此，企业关注的竞争重点也从不断扩大市场占有率转到了顾客保留和顾客占有率上来，越来越注重顾客忠诚。

Therefore, customer loyalty has played the key role in companies' core competition and now companies' emphasis is switching form on traditionally expanding market shares to customer retention.

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