Research of Attribution of Service Failures and Response Model Based on Customer

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外文摘要：Service failures are so inevitable because of the essential of service that it is indispensable to bring in service recovery。 This paper provides an in-depth study on customer loss， attribution and response mode of service failures。 Firstly， the characters and extent of customer loss are studied。 It''s the base of carrying out rationality and fairness of service recovery。 Then， the research of customer attribution about service failures is done。 Finally， customer responses model about service failures is pointed out。 Based on the research， the efficiency of preventing and eliminating adverse effect on customer can be improved。 It also makes managers of enterprises take cognizance of the importance and essentiality of service recovery and then take steps actively to recover service failures

外文关键词：

customer satisfactioncustomer servicesorganisational aspectsresearch and developmentsocio-economic effectscustomer losscustomer response modeleconomic lossenterprise managersservice failuressocial lossAttributionCustomer lossResponse modelService failures

作者：

Li Xin

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作者单位：

Beijing Inst. of Petrochem. & Technol.

页码：

862-867

DOI：

10.1109/ICMSE.2006.313963