Research On Service Recovery Management

In 21^st century, world economy step into service economy era, instead of traditional manufacture-based product era. Service quality and the service factors of customer relationships are now widely used to achieve competitive advantages. But in China, along with the increasing quality satisfaction degree of customer to tangible products, service failures still exist and the application of service recovery management which aim at prevent and eliminate service failures and their effect is dissatisfied, which would lead to the customers' lack of confidence to enterprises' service quality improvement. All of above is not only just because of the short development history of our service industry, but also because of the lack of mining and research of service recovery management theory. Therefore, carrying research on service recovery management theory systematically, and discuss how to plan, implement and control service recovery, to prevent and eliminate service failures, are not only the development needs of service quality management theory, but also the requirements of service enterprise management practices, which contains remarkable theoretic and reality guiding significance.This dissertation combined the methods of theoretical and empirical, and the methods of qualitative and quantitative analysis. Moreover, it applied economics, management, psychology, marketing and so on, carrying research on service recovery management systematically, on the basis of the analysis of research status of both domestic and abroad.Firstly, from theoretic perspective, this dissertation carried research on service recovery from both essence and system levels, including defined the connotation and extension of service recovery, revealed the relationship between service recovery and service quality management, constructed the reliability-based service recovery system model and did case study; from economics, management, psychology and marketing perspectives, probed into the theoretic base of service recovery management; through discussed the change of service recovery management ideas and the essence of service recovery management, defined the connotation, characteristics and factors of service recovery, constructed a conceptual framework of service recovery management, and specified the basic principles of service recovery management.On the basis of above, this dissertation carried further research on service recovery management in terms of strategic plan and management of service recovery, process management of service recovery, service recovery capability, organization and human resource. This dissertation, on the basis of specified basic principles of service recovery management, analyzed the strategic environment factors of enterprises' service recovery, proposed an integrative competitive analysis based service quality measurement for quality improvement decision of enterprises' service recovery and also did case study, and induced and extract general strategy portfolios of enterprises' service recovery; under the guidance of process management theory, this dissertation discussed the composition and management principles of service recovery, and did research on service recovery implementation from proactive process of failure and reactive process of recovery perspectives; did exploratory research on service recovery capability from theoretic perspective, including defined the concept of service recovery capability, analyzed its factors and its formation mechanism, and carried on organization management and human resource development in object of enhancing service recovery capability.As for service recovery management performance, based on the concept of service recovery management performance evaluation and its framework, this dissertation established an indicator system of service recovery management performance evaluation. Moreover, it also discussed service recovery management performance evaluation measurement, and constructed a two-dimensional model for comprehensive evaluating service recovery management performance, which can provide methodology for enterprises to evaluate their service recovery management performance.At last, summarized the research conclusions of this dissertation, and gave a prospect of future research.