业务
服务(商务)
服务质量
服务补救
盈利能力指数
营销
服务保证
客户保留
客户宣传
运营管理
服务提供商
服务设计
财务
工程类
作者
yoonjin kim,DonHee Lee
出处
期刊:Journal of Korea Service Management Society
日期:2018-09-30
卷期号:19 (3): 189-206
标识
DOI:10.15706/jksms.2018.19.3.008
摘要
The purpose of this study is to find out ways of service recovery, which will satisfy the customer, and the corresponding procedure through the service failure cases that leads to improvements of the airline cabin service quality. This paper reviewed the service failure cases on the airline cabin service of K-airline. The results of the study indicated that service recovery and failure are closely related to a customer’s responses and ratings to services provided by airline services. First, since the service failures can lead to direct customer deviations and negatively impact profitability, the airline organizations quickly try to efforts for recovering and preventing the recurrence of customer complaints by the failure of airline cabin service. Second, managers should analyze complaints of customer to figure out the cause of service failure and recover customer’s expected value with prompt and proper response, which will prevent customers from leaving. This study proposes of a set of strategies that airline company should develop to effectively prevent and respond to customer related service failure in the airline cabin service.
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