文献类型：会议论文

英文题名：A Comparative Research on Service Recovery Strategy's Effectiveness

作者：Wang, Wenchao[1]

通讯作者：Wang, WC[1]

机构：[1]Henan Univ Finance & Econ, Sch Business Adm, Zhengzhou, Peoples R China

第一机构：河南财经政法大学工商管理学院

通讯机构：[1]corresponding author), Henan Univ Finance & Econ, Sch Business Adm, Zhengzhou, Peoples R China.|[104843]河南财经政法大学工商管理学院;[10484]河南财经政法大学;

会议论文集：4th International Conference on Wireless Communications, Networking and Mobile Computing

会议日期：OCT 12-17, 2008

会议地点：Dalian, PEOPLES R CHINA

语种：英文

外文关键词：Service Recovery; Service Recovery Strategy; omparative Research

摘要：Service recovery is an important topic in the field of service quality management, it is also one of the hotspots that scholars focusing on. The paper adopted experiment method and utilized ANOVA and Correlation to explore service recovery strategy's effectiveness and their difference, when there is serving delay in restaurant. At last, the paper expounded research result's inspiration to service company and our further research direction.