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服务补救作为服务营销理论 ,已逐步应用到医院的服务实践中去。通过阐述服务补救的概念、意义及原则 ,提出服务补救应采取的策略 :①预防性策略 ;②及时性策略 ;③培养员工现场服务补救的能力 ;④注意随访并预期防范失误。
Service remediation as a service marketing theory has been gradually applied to the hospital’s service practice. By describing the concept, significance and principles of service remediation, we propose strategies for service remediation: 1) preventive strategies; 2) timely strategies; 3) the ability to train employees on-site service remedies; 4) pay attention to follow-up and anticipate mistakes.