服务失误与挽救策略的效果分析.pptVIP

ServiceRecovery服务补救TheImpactofServiceFailureandRecovery服务失败与补救的影响HowCustomersRespondtoServiceFailures对服务失败顾客是怎样反应的？WhenTheyComplain,WhatDoCustomersExpect?当顾客投诉，他们有什么期望？ServiceRecoveryStrategies服务补救方略ServiceGuarantees服务确保第1页

Productqualitymanagement

产品质量管理Theessenceofproductqualitymanagement产品质量管理的根本Dotherightthingatthefirsttime!Zerodefect（零缺点）第2页

ServicemanagementTheessenceofservicemanagement服务管理的根本Dotherightthingatthesecondtime!第3页

Therecoveryparadox

补救谬论Dothewrongthingatthefirsttime!Dotherightthingatthesecondtime!第4页

Figure