餐饮行业中服务补救容忍区域-研究.pdf

levelofa a on field theeconomic courltry．As service 一represents development result，studying is tothe ofChinese of development greatsignificance economy． ·This introducedthe oftolerancezonetotheservice study concept recoverysituations， in combined诵mthecharacteristicsofservicefailure constructedthe cateringindustry,and model in costumertolerancezonefactor ofservice the recoverycateringindustry．Andthen,by and linear lookedatthe useofcorrelation regressionapproach,we analysismultiple analysis andits betweenthe5variables ofservice strength includingseverity failure， relationship ofcustomer service customers’attribution,number perceived and the remedialservicesandthetolerancezone． of relationshipq砌ity experiencepast statisticalof showedthatthe ofservice data,which failure， Through analysisempiricai severity customers ofcustomer service customer attribution,number perceived alternatives，and have onthe tolerance relationshipqualitysignificantimpact appropriateremedyexpectation zoneandth