服务补救悖论及其应用价值探讨

The Effective Implement of Service Recovery Paradox

摘要: 服务补救悖论是否有效，是否能够被实际运用一直是服务营销的一个争论内容。只有在清晰的界定其内涵，分析和评价了服务补救悖论的有效性和道德性以后，才能指明实施服务补救悖论的条件、程序和注意事项，从而澄清在此问题上的理论分歧和企业面临的实际困惑，有助于服务类企业更好地实施服务补救悖论以提升顾客满意度。

Abstract: Abstract: The paper clearly defines the connotation of Service Recovery Paradox (SRP). It analyzes and evaluates the effects and morality of SRP, as well as points out the condition and procedure of how to operate SRP, which can direct the enterprise of service trades and make them put SRP into effect.