A Conceptual Model for Service Recovery Management

• Main Authors: Tu, Chuang, 杜 壯
• Other Authors: Chen, Wen-Cher
• Format: Others
• Language: zh-TW
• Published: 2000
• Online Access: http://ndltd.ncl.edu.tw/handle/84179012720145041912

博士 === 國立交通大學 === 經營管理研究所 === 88 === As entering the 21st century, the economic development of Taiwan has transferred from the product-producing era dominated by the manufacturing industry to the era of service economy. Generally speaking, owing to the intangible characteristic of the service industry, it is not easy to control the quality of this industry. Although the quality of our service industry has made a long term progress under the emphasis put on by the industry, the government and the institute, the effort was made mainly on the quality management tasks before the service delivery, such as marketing, the design of a service system, and the service quality management. However, service failures still exit due to reasons such as human errors, customers'' over-expectations, and the loss of control during the service procedure. Basically, a service failure can result in the decrease in the confidence, loyalty and satisfaction of a customer. If the proprietor cannot solve the problem timely and effectively, he may not only run the risk of losing this customer, but also cause a loss of potential future customers because of the effect of the negative word-of-mouth. Therefore, the importance of service recovery after a service failure is more obvious. This dissertation first discussed the service quality management system, using the front loop and the back loop to differentiate the concepts of this research. And the back loop system, the system referring that when the customer has complaints after receiving service, how the proprietor should recover or make up, was chosen to be the cutting point. The goal of this research is not only to construct the structure of a service recovery theory, concerning the interactions of the factors, but also to build a service recovery model based on the circle of management, to explain the mechanism of enterprises on the task of recovery, and to provide some generalized strategies and measures. By setting the model of service recovery management, this dissertation will build a qualified service recovery performance evaluation conceptual model by using the value of customers as the core.