Research On Service Recovery Management Mechanism Of Travel Agency

As typical service industry, service failure is inevitable in the service process of travel agency, service failure will have a serious impact on travel agency, thereby affect the development of travel agency. Service recovery is taken by the service provider to handle service failure. There are few researchers studying service recovery management mechanism, so this paper studies service recovery management mechanism of travel agency, it mainly includes the following parts:Firstly, analysis of travel agency service failure is given. We conclude the concept and characteristics of travel agency through data collection. Then it studies the status of travel agency development and service failure. After that it analyzes the inevitability of the travel agency from the point of its’characteristics, at last it describes service failure classification and its’serious effect on the travel agency.Secondly, it constructs service recovery management mechanism of travel agency, it includes four parts:pre-response mechanism, enforcement mechanism, evaluation mechanism and feedback mechanism. It mainly focuses on the pre-response mechanism and evaluation mechanism. It identifies serious service failure for travel agency using service FMEA method based on gray relational analysis in pre-response mechanism. It summarizes serious service failures through quantitative analysis, then it provides prevention advices through service design and internal service recovery. It constructs service recovery quality evaluation model using SPA in the tourist-oriented evaluation.Finally, an empirical study was introduced. We select a well-known travel agency in Nanjing as our object of study, and it gives service recovery management recommendations based on empirical results.