Research On Improvement Of Service Recovery Policy

With the quick pace of retail development, various products are poured into the shopping mall. Meanwhile the EAS (Electronic Article Surveillance) system came to the market in order to reduce the high labor cost on security. The open shelf shopping experience from EAS systems brings much profit and convenience to the retailer and customers, but EAS systems also bring potential equipment malfunction and service failure. So the retailer and customers have to endure the loss and sufferings. The EAS system is not just a single device, it’s a chained systematic project including label manufacturing, source tagging process, quality validation, and in-store tagging. The service failure might happen in any step during the project. So the result of the service recovery is vital to not only the customers, but the provider as well.The study began with the fundamental theory of service recovery, it explained the definition, root cause, and influence of the service failure. The study not only gave out the procedure and operational policy of the service recovery but dig out the root cause of poor service recovery in C Company with the factor of perceived justice, which includes result justice, procedural justice, and interactional justice. Finally, this study drafted out the improvement plan and remedial measures for implement base on perceived justice.