Diagnose And Recovery Strategy Of Service Complaints

Aviation is one of the most important parts of the service industry, which is developing at twice the speed of GDP. Under this circumstance, a ground handling company can get the unique chance of high increase of the business. But at the same time, the company is also facing the challenge of service failure and clients' complaints. From the service marketing point of view, we not only review how did the company handle these service complaints but also diagnose the whole process of the handling based on clients' evaluation and the self-examination of the company.The results show that: The main reason for client's complaint is the failure of core service; Some of the service complaints have not been handled properly because of the company's attribution; The justice of distribution is the most important factor which affect the clients' evaluation on the complaints handling process; The complaints indicate many internal management problems of the company.At the end of the study, we make some suggestions and projects to improve the complaints management. The Company should take the view of "Learn from the complaint" and put it into the construction of its culture. The company should pay more attention and stand from the...