서비스 회복전략

목차

Ⅰ. 서 론

Ⅱ. 이론적 배경
1. 서비스실패와 회복노력과의 관계
2. 서비스실패와 고객불평행동
3. 서비스회복과 행동의도 및 고객보유와의 관계

Ⅲ. 효과적인 서비스회복 전략
1. 서비스 실패와 회복의 분류
2. 서비스 회복과정

Ⅳ. 결론

<참고문헌>

본문내용

와 아무리 만족스러운 서비스회복 노력을 하더라도 고객들이 서비스실패 경험을 잊을 수 없기 때문에 구매의도에 부정적 영향을 미친다는 견해로 양분되어 있다. 그러나 보다 많은 연구들이 우수한 고객불평관리 및 서비스 회복과정을 통하여 고객충성을 확보하고 그 결과 재구매율을 향상시킬 수 있다고 주장하고 있다. 따라서 앞으로 이 분야에 대한 보다 많은 연구도 요구되고 있다.
<참고문헌>
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키워드

서비스 회복전략,   서비스 회복,   서비스,   써비스,   효과적인 서비스회복,   서비스란