合肥市快餐企业服务失误与补救策略研究

发布时间：2018-01-02 21:37

本文关键词：合肥市快餐企业服务失误与补救策略研究　出处：《中国科学技术大学》2009年硕士论文　论文类型：学位论文

【摘要】： 近年来,服务补救理论逐渐成为学术界研究的热点,其理论与方法越来越受到服务企业的关注。这主要是由于服务具有无形性、异质性、生产与消费同步性和不可储存性特点,即使最优秀的企业也不可避免地出现服务失误。一旦出现服务失误,就会引起顾客的消极情绪和反应,接下来可能导致顾客流失,或将其不愉快经历告诉其他顾客,甚至诉求消费者权益组织或法律渠道加以解决。面对服务失误,如何有效地进行服务补救,从而赢得顾客,在激烈的市场竞争中实现又好又快的发展,对服务企业来说显得尤为重要。目前,随着人们生活节奏的加快以及饮食文化观念的转变,快餐越来越受到众多消费者的青睐。快餐店如雨后春笋般涌现,然而由于我国快餐服务行业起步较晚,在服务质量管理等诸多方面存在不足,快餐行业总体服务水平不高,因此,快餐企业在为顾客提供服务时,易于发生服务失误。因此,要在未来激烈的市场竞争中立于不败之地,快餐企业必须深入了解顾客所遭遇的服务失误类型及面对服务失误时顾客情感和行为的反应,并实施有效的服务补救措施,重新赢得顾客的满意和支持,减少顾客流失。针对这个研究课题,本文选取合肥市快餐企业作为研究对象,在参考国内外服务补救领域研究现状的基础上,调查了合肥市快餐企业的顾客投诉情况,设计出具有针对性的研究方法,通过问卷调查收集顾客在合肥市快餐企业所经历的服务失误等相关数据,并对数据进行统计处理和分析。在此基础之上,对合肥市快餐企业如何有效实施服务补救提出对策和建议。本文创新之处在于:第一,通过实证调研了解到顾客在快餐企业所遭遇的服务失误类型及其所占比重。这对我们了解服务质量中五要素导致服务失误概率的大小,为快餐企业提升服务质量提供了第一手的资料;第二,将服务补救理论运用于合肥市快餐企业这一具体行业,并对服务失误后的顾客行为及其补救期望进行系统地研究,研究结论对快餐服务行业及其它快餐企业具有重要的借鉴意义。
[Abstract]:In recent years, the theory of service remediation has gradually become a hot topic in academic research, and its theory and methods have attracted more and more attention of service enterprises, which is mainly due to the invisibility and heterogeneity of services. Production and consumption synchronization and non-storage characteristics, even the best enterprises will inevitably have service failures. Once there is a service failure, it will cause negative feelings and reactions of customers. Then it may lead to the loss of customers, or tell other customers their unpleasant experiences, or even appeal to consumer rights organizations or legal channels to solve the problem. How to effectively remedy the service failure in the face of service failure. In order to win customers and achieve good and fast development in the fierce market competition, it is particularly important for service enterprises. At present, with the acceleration of people's life rhythm and the change of the concept of food culture, fast food is more and more favored by many consumers. Fast food restaurants are springing up like bamboo shoots. However, because of the late start of fast food service industry in our country, there are some deficiencies in service quality management and so on. The overall service level of fast food industry is not high, so fast food enterprises provide services to customers. It is easy to make service mistakes. Therefore, we should be in an invincible position in the fierce market competition in the future. Fast food enterprises must deeply understand the types of service failures encountered by customers and the response of customers' emotions and behaviors to service failures, and implement effective service remedies to win customers' satisfaction and support. Reduce customer turnover. In view of this research topic, this article selects the Hefei fast food enterprise as the research object, in the reference domestic and foreign service remediation domain research present situation, has investigated the Hefei fast food enterprise customer complaint situation. Designed a targeted research method, through a questionnaire survey to collect customer experience in Hefei fast food enterprises and other related data, and statistical processing and analysis of the data on this basis. Put forward countermeasures and suggestions on how to effectively implement service remedy for fast food enterprises in Hefei. The innovation of this paper lies in: first. Through empirical research, we find out the types of service failures encountered by customers in fast food enterprises and their proportion, which is helpful to us to understand the probability of service failure caused by the five factors in service quality. For fast food enterprises to improve the quality of service to provide first-hand information; Second, the theory of service recovery is applied to Hefei fast food enterprises, and the customer behavior after service failure and its remedial expectations are systematically studied. The conclusion has important reference significance for fast food service industry and other fast food enterprises.
【学位授予单位】：中国科学技术大学
【学位级别】：硕士
【学位授予年份】：2009
【分类号】：F719.3

【引证文献】