感谢您参与本次服务补救培训课后评估。
Thank you for taking your time to participate in Service Recovery Training evaluation.
有效的服务补救是企业处理服务失误、挽回顾客满意损失的重要措施。
Effective service recovery is an important way to conduct service failures and restore the loss of customer satisfaction.
至今国内外在服务补救的研究中，都是关于服务失败发生后的补救行为。
So far at home and abroad, service recovery studies are on service failure occurred after the remedial actions.
随之而来的问题是再完美的服务，服务失误不可避免，服务补救不容回避。
Following problem is that no matter how perfect service it is, service failure is inevitable and service recovery can not be avoided.
经常亲自证实餐厅客人得到的是最好的服务，跟进服务补救并采取行动计划。
Personally and frequently verifies that guests in the outlet are receiving the best possible service and responsible for all guest recovery and corrective actions.
服务补救对保险客户忠诚度的影响内容摘要：21世纪已经进入服务经济时代。
Service recovery to policy holder loyalty influence the 21st century already entered the service economy time.
服务补救指的是企业在服务失误发生之后“为将事情重新做对”所付出的努力。
"Service recovery" means the kind of the measures and effort will be taken for correction or salvage the "wrong service" after some of the service failings has been occurred.
有效的服务补救不但有利于顾客重新获得满意，还能增强顾客对企业的形象认知。
Effective service recovery could not only satisfy customers renewedly, but also increase customer awareness of the company image.
事中措施包括资源传递服务控制、关键服务控制、服务补救机制、人员素质教育；
The measures during the services include resource delivery service control, key service control, services remediation mechanisms and staff quality education.
做好内部员工的内部服务补救从而拥有满意员工对于提高顾客满意度有着重要作用。
Completes the internal staff's internal service recovery, thus has satisfies the staff regarding to enhance the customer degree of satisfaction to have the influential role.
服务补救是为了提高顾客满意度、保留顾客、培养顾客忠诚度、最终提高企业利润。
Service recovery is to increase customer satisfaction, to retain customers, to develop customer loyalty, and ultimately, to improve a corporate's profit.
问卷内容包括服务失误情况调查、服务补救情况调查和顾客期望中的服务补救调查。
The questionnaire content including the service fault situation investigation, the service recovery situation investigation and the customer expects the service recovery investigation.
服务的特性决定了服务补救对于提高顾客感知服务质量、顾客满意和忠诚的重要意义。
The characteristics of service decide the importance of service recovery for the customer perceived service quality, customer satisfaction and loyalty.
一项好的服务补救措施，能将不满意读者转变为忠诚读者，从而树立起图书馆良好的形象。
A good service remedy can make unsatisfied readers become loyal readers, therefore established a good reputation of the library.
随后，对基于服务失误的物流服务补救进行深入探讨，提出物流服务补救质量的改善模型。
Afterwards, to carries on the thorough discussion of logistics service recovery based on the service failures, proposes the logistics service recovery quality improvement model.
近年来，服务补救理论逐渐成为学术界研究的热点，其理论与方法越来越受到服务企业的关注。
In recent years, service recovery theory has been focused by academia. The theory and methods are concerned increasingly by service providers.
饭店服务补救方式、服务补救后顾客二次满意度、服务失误类型与顾客行为意向均存在相关关系。
The ways of service recoveries, customers' secondary satisfactions, and the sorts of service failures have relationship with customers' behavioral intention.
服务补救是图书馆服务系统的一个重要组成部分，对图书馆功能的实现有着极为重要的意义与价值。
Library service remedy is an important part of the system of library service, which is of great significance to the realization of the function of library.
成功的服务补救，可将失望的读者转化为忠诚读者，甚至比从未发生过服务失败更对图书馆有好感。
A successful remedy in reader service can turn disappointed readers into loyal readers, and can bring a good impression of library even more.
为扭转服务失误造成的客户流失和企业利润下降的后果，服务补救便成为企业不可或缺的策略选择。
To reverse the service failure caused by customer churn, and the consequences of decline in corporate profits, service recovery has become an indispensable strategic choices.
对于企业而言，服务补救不是被动地被顾客要求而产生的，而是主动地采取一系列的措施和预防手段。
The service recovery is not passively, but is on own initiative adopts a series of measures and the prevention method which is requested by the customer to produce to the enterprises.
通过对服务补救与抱怨管理之间关系的界定，重点阐述了服务补救的概念、原则和若干需要注意的问题。
By defining the relationship between service recovery and complaint management, the concept of service, its characteristics, basic principles of service and other related issues were explored.
本文围绕差异化服务、全程服务、客户关系管理和服务补救四方面详细介绍了医学人文服务的主要内容；
The article introduced principal content of humanism medical service in differentiation service, process service, client relationship management and service recovery sides.
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.
本文从人力资源管理的角度，以心理授权理论为理论基础，探讨通过对服务员进行心理授权来提高服务补救质量的策略。
The paper, from the Angle of manpower resource management and based on psychological theory, explores the remedial quality of attendants through psychological authorization.
本文首先对服务承诺、服务失误和服务补救、补救后满意度、顾客信任、情感承诺、重购意向和口碑传播等相关理论作了回顾。
At first, this paper has reviewed the theory about the service guarantee, service failure, service recovery, customer trust, affective commitment, repurchase intention and "Word-of-Mouth".
然后基于对服务质量的新评价思想，提出实施服务补救策略是提升服务质量必然选择的策略以及服务补救策略实施的具体运作技术。
Based on those new evaluation thoughts, the tactics of service recovery that can promote service quality are put forward, and operating techniques of service recovery are also discussed.
然后基于对服务质量的新评价思想，提出实施服务补救策略是提升服务质量必然选择的策略以及服务补救策略实施的具体运作技术。
Based on those new evaluation thoughts, the tactics of service recovery that can promote service quality are put forward, and operating techniques of service recovery are also discussed.
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