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2011•Unpublished venueRequires access

Service Recovery Strategies Based on Customer "Second Satisfaction"

Zhicheng Liu

Open publisher page 1 citations

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.

About this research paper

What this paper is about

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.

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OpenAlex reports 1 citations for this work. Citation counts describe recorded attention and do not establish research quality.

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Available 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.

Key concepts: Service recovery, Service (business), Customer satisfaction, Customer retention, Business, Customer advocacy, Service level objective, Process management

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