本文關(guān)鍵詞：合肥市快餐企業(yè)服務(wù)失誤與補(bǔ)救策略研究　出處：《中國科學(xué)技術(shù)大學(xué)》2009年碩士論文　論文類型：學(xué)位論文

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【摘要】： 近年來,服務(wù)補(bǔ)救理論逐漸成為學(xué)術(shù)界研究的熱點(diǎn),其理論與方法越來越受到服務(wù)企業(yè)的關(guān)注。這主要是由于服務(wù)具有無形性、異質(zhì)性、生產(chǎn)與消費(fèi)同步性和不可儲存性特點(diǎn),即使最優(yōu)秀的企業(yè)也不可避免地出現(xiàn)服務(wù)失誤。一旦出現(xiàn)服務(wù)失誤,就會引起顧客的消極情緒和反應(yīng),接下來可能導(dǎo)致顧客流失,或?qū)⑵洳挥淇旖?jīng)歷告訴其他顧客,甚至訴求消費(fèi)者權(quán)益組織或法律渠道加以解決。面對服務(wù)失誤,如何有效地進(jìn)行服務(wù)補(bǔ)救,從而贏得顧客,在激烈的市場競爭中實(shí)現(xiàn)又好又快的發(fā)展,對服務(wù)企業(yè)來說顯得尤為重要。 目前,隨著人們生活節(jié)奏的加快以及飲食文化觀念的轉(zhuǎn)變,快餐越來越受到眾多消費(fèi)者的青睞�？觳偷耆缬旰蟠汗S般涌現(xiàn),然而由于我國快餐服務(wù)行業(yè)起步較晚,在服務(wù)質(zhì)量管理等諸多方面存在不足,快餐行業(yè)總體服務(wù)水平不高,因此,快餐企業(yè)在為顧客提供服務(wù)時(shí),易于發(fā)生服務(wù)失誤。因此,要在未來激烈的市場競爭中立于不敗之地,快餐企業(yè)必須深入了解顧客所遭遇的服務(wù)失誤類型及面對服務(wù)失誤時(shí)顧客情感和行為的反應(yīng),并實(shí)施有效的服務(wù)補(bǔ)救措施,重新贏得顧客的滿意和支持,減少顧客流失。 針對這個(gè)研究課題,本文選取合肥市快餐企業(yè)作為研究對象,在參考國內(nèi)外服務(wù)補(bǔ)救領(lǐng)域研究現(xiàn)狀的基礎(chǔ)上,調(diào)查了合肥市快餐企業(yè)的顧客投訴情況,設(shè)計(jì)出具有針對性的研究方法,通過問卷調(diào)查收集顧客在合肥市快餐企業(yè)所經(jīng)歷的服務(wù)失誤等相關(guān)數(shù)據(jù),并對數(shù)據(jù)進(jìn)行統(tǒng)計(jì)處理和分析。在此基礎(chǔ)之上,對合肥市快餐企業(yè)如何有效實(shí)施服務(wù)補(bǔ)救提出對策和建議。 本文創(chuàng)新之處在于:第一,通過實(shí)證調(diào)研了解到顧客在快餐企業(yè)所遭遇的服務(wù)失誤類型及其所占比重。這對我們了解服務(wù)質(zhì)量中五要素導(dǎo)致服務(wù)失誤概率的大小,為快餐企業(yè)提升服務(wù)質(zhì)量提供了第一手的資料;第二,將服務(wù)補(bǔ)救理論運(yùn)用于合肥市快餐企業(yè)這一具體行業(yè),并對服務(wù)失誤后的顧客行為及其補(bǔ)救期望進(jìn)行系統(tǒng)地研究,研究結(jié)論對快餐服務(wù)行業(yè)及其它快餐企業(yè)具有重要的借鑒意義。
[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.
【學(xué)位授予單位】：中國科學(xué)技術(shù)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2009
【分類號】：F719.3

【引證文獻(xiàn)】

相關(guān)期刊論文 前1條

1 鄭小潔;;餐飲業(yè)服務(wù)失誤現(xiàn)狀及服務(wù)補(bǔ)救對策研究——以蘭州餐飲企業(yè)為例[J];時(shí)代金融;2012年12期

相關(guān)碩士學(xué)位論文 前1條

1 羅舒文;餐飲企業(yè)顧客抱怨與服務(wù)補(bǔ)救研究[D];天津商業(yè)大學(xué);2011年

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本文編號：1371038