医院服务补救技巧（Hospital service recovery skills）.docVIP

医院服务补救技巧（Hospital service recovery skills） At present, the health system is to carry out the comprehensive improvement of medical service special action, aims to further improve the medical industrys image, improve society and people satisfaction of medical service. However, as a special service industry and medical services, due to service consumption occur simultaneously, with high technology, high contact and complex, therefore, no matter how the staff training process, strict and precise, how advanced technology, service failure may still occur, and thus lead to dissatisfaction with. Research shows that service recovery can influence patients satisfaction and positive word-of-mouth and re purchase intention, a high level of service recovery will have a positive impact. Therefore, after the service failure, service recovery by taking effective measures, to avoid the negative impact on the hospital, and improve patient satisfaction, improvement is a very interesting topic in the process of medical service. With increasingly picky, the possibility of the service failure of the hospital is also more and more high, even if the hospital, patients will also look for a bone in an egg -- anyway service youre not the only one. In this case, the hospital should do in order to avoid losses caused by service failure? Or, can increase benefits through successful service recovery? As the saying goes, its not too late. The results show that the service failure is second times the opportunity to service providers improve customer perceived service quality, hospital treatment service failures become weakened or strengthened the basic platform and consumer relationship. Service failure is handled properly, will help to establish a good relationship between the consumer and the hospital trust, will also increase consumer reliance on the hospital, so service recovery is an important factor to improve consumers perception of service quality. Service recovery and service quality are c