Communications Companies In The Service Recovery To Ya'an Moving Branch, For Example

Based on the achievement of the "11th Five-Year Plan", the "12th Five-Year Plan"further emphasizes that it’s vital to create a policy and institutional environment for theservices industry and to promote its development. This means that China’s serviceindustry has entered a period of vigorous development. However, there are still a certaingap in scale, structure and quality of service, comparing with the developed countries,and even with many developing countries. The service failure has become a majorobstacle to the further development of China’s service industry.Especially for the communications industry, after a new round of restructuring, thehomogenization of competition pattern has basically formed. There is further intensecompetition for customers, and more and more customers pay attention to the quality ofservice. Therefore, how to improve the service quality and service level to guidecustomers demand, to access inimitable competitive advantage in order to maintaincustomers, has become a growing cocern for communication enterprises.Due to the special nature of the service product, in the process of thecommunication enterprise services product, the service failure is difficult to avoid.So,how to deal with service failure, how to make service recovery, will directly affect thebusiness operations and development. Based on comprehensive analysis on the theoriesof service recovery, the paper chooses China Mobile subsidiary Y MobileCommunications Company as observation platforms, mainly through literature reading,case studies, inductive analysis and other methods to explore how China’scommunications enterprises deal with service failure and service recovery, focusing onservice recovery in the enterprise practice, including service recovery for thesignificance of communications enterprises, the significance of different servicerecovery on customer satisfaction, and to further explore specific service recoverystrategies, trying to build a complete and effective service recovery system to help theenterpriseto practice better customer service and service recovery.