《A Study on Internal Service Recovery Strategy Using CIT from the First Line Staff’s Perspective》.pdfVIP

Agricultural Science Technology, 2014, 15(11): 2041-2044 Copyright 訫 2014, Information Institute of HAAS. All rights reserved Agricultural Economy and Management A Study on Internal Service Recovery Strategy Using CIT from the First Line Staff ’s Perspective 1 鄢 1 2 Guoqing HUANG , Pengfei XIE , Hong SHU 1. College of Economics and Management, Southwest University, Chongqing 400715, China; 2. College of Economics and Business Administration, Yangtze Normal University, Chongqing 408100, China; Abstract Service is a special product. It is intangible and unstored, so service er鄄 RPAE (relative point average error) rors are not avoided. Once service errors appear, the first line staffs who keep di鄄 and Double Error to solve failed re鄄 rect touch with customers will play an important role in service recovery. The staffs covery problems. They think although negative emotions during the recovery service should be recovered by internal ser鄄 the customers will not be satisfied with vice recovery. In this paper, critical incident technique is applied to analyse the re鄄 covery strategies expected by the first line staff and the internal service recovery the service after the recovery service strategies such as inspiring, authorization, training and psychology service are put failed, the organization can still keep forward. the strategy most expected by the staff is reward. the customers using effective recovery Key words The first line staff; Internal service recovery; Critical incident technique; [5] strategy . Recovery strategies