摘要:由于服务具有异质性、生产与消费同步性等特点, 在实施过程中难免出现失误, 会给企业带来不良的影响。以兰州市餐饮业为例, 采用实证研究方法, 对服务失误、顾客不满、服务补救与顾客满意度变化的关系进行了探析, 对餐饮企业服务质量的提升提供有益的借鉴。关键词:兰州市; 餐饮业; 服务失误; 服务补救; 顾客行为意向;
Abstract:Because of the heterogeneity of service, the synchronization of production and consumption and so on, it is unavoidable to fail in the implementation process, which has a great impact on enterprises.Taking Lanzhou catering industry as an example, this paper uses empirical research methods to analyze the relationship between service failure, customer dissatisfaction, service recovery and customer satisfaction, in order to provide some reference for the improvement of service quality of catering enterprises.
Keyword:Lanzhou city; catering industry; service failure; service recovery; customer behavior intention;