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目前绝大多数电力企业正通过不断改善系统、优化流程、培训员工、完善评价考核等多种渠道努力实现“零缺陷”。尽管如此,由于用户感知期望值的不断提高和服务过程中不可避免的失误,服务的结果距离用户的感知期望值仍会有距离,以至于引起用户的抱怨乃至投诉。因此,作为改善服务质量的一部分,服务补救作为服务营销理论的新概念已被越来越多的企业所重视。本文从电力企业本身以及企业外部两个方面来探讨电力企业服务失败的原因,并提出针对性的服务补救策略。从而提高电力用户的满意度和忠诚度,为电力企业创造良好的经济效益。
At present, the vast majority of power companies are striving to achieve “zero defect” through continuous improvement of systems, optimization of processes, training of staff, improvement of evaluation and assessment, and other channels. However, due to the continuous increase of user perceived expectation value and unavoidable mistakes in the service process, the result of the service will still be far away from the user’s expectation of expectation, causing the user’s complaints and complaints. Therefore, as a part of improving service quality, service recovery as a new concept of service marketing theory has been valued by more and more enterprises. This paper explores the reasons for the failure of service in power enterprises from the power enterprises themselves and the outside of the enterprises, and puts forward the targeted service remediation strategies. Thereby enhancing the satisfaction and loyalty of power users and creating good economic benefits for power enterprises.