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Research of Service Recovery Management by Telecom Operators to Improve Customer Satisfaction

Author: ChengYongZuo
Tutor: WangDeSheng
School: Shandong University
Course: Business Administration
Keywords: Service failure Service Recovery Customer satisfaction
CLC: F626
Type: Master's thesis
Year: 2011
Downloads: 70
Quote: 0
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China 's telecom operators in the increasingly fierce competition , which requires telecommunications carriers to provide more quality services to improve customer satisfaction and customer loyalty . The characteristics of telecommunications products destined to the generation of telecom operators, service failures are inevitable , the service recovery to become an indispensable strategy selection by telecom operators practice . Relationship between the article to sort out and synthesis of the literature related to the management of service recovery , including quality of service , service failure , service recovery concept , the dimension of service recovery , service recovery and customer satisfaction , service recovery method and remedy the degree based on normalized theory and equity theory explanation . The need for service recovery management is reflected in the huge cost of service failure , improve quality of service , increase customer satisfaction , improve staff quality and satisfaction . Service fails , there are multiple reasons for telecom operators , service failures customer service failure Volkswagen Group customers service failed mainly from two aspects . Enhance the service recovery management system based on customer satisfaction , including service failure early warning system , the implementation of service recovery systems and services to improve the system , telecom companies can be implemented in the following aspects of service the remedial management : service zero defect , encourage customer complaints , authorize staff establish relevant supporting management system , establish a service recovery information systems , the development of the main points of the service recovery programs , the establishment of a service failure early warning mechanism , partner management , from remedial learning , employee satisfaction . Service recovery management in the future will show a new trend , by the promise to \

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CLC: > Economic > Posts and Telecommunications economic > Telecommunications > Telecommunications business organization and management
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