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如果服务工作出现疏漏,顾客产生不满,那么从业者应尽一切努力,及时予以补救。否则,顾客要么不再光顾,要么向亲朋好友发泄不满,更有甚者会当场发生争执或向上级投诉。心理学研究表明:当一个人因为自己的需求未能得到满足,或者遇到不顺心的事情时,可以采用替代、补偿、合理化、宣泄等方式进行调节。所以,从业者为客人提供的补救性服务可以以此为依据。
If there are omissions in service work and customer dissatisfaction, practitioners should make every effort to remedy them in a timely manner. Otherwise, customers either no longer patronize, either to vent their dissatisfaction with friends and family, and even worse there will be a dispute on the spot or complaints to the higher authorities. Psychological studies show that when a person fails to meet his own needs or encounters an undesirable event, he or she can make adjustments by means of substitution, compensation, rationalization and catharsis. Therefore, practitioners provide remedial services to guests based on this.