| The development of economy is rapid,more and more countries are into the service society,the value of the services is increasing.The competition in global services company is fierce,providing the high quality service and satisfying more customers is the target of many enterprises.Service failure is inevitable,in this case,in a timely manner to solve or deal with the service failure is the key.Enterprise attitude towards the customers and their long-term development determines the implementation of service recovery strategy.Hangang as an old iron and steel enterprises have entered red sea that is slow development,excess capacity,rising costs,environmental pressures,homogenized competition area,small profit.When Hangang business subject is in difficult circumstances,Hangang logistics appeared many problems:the obvious contradiction between logistics service market and public welfare,low employee satisfaction and so on.Hangang logistics is improving the adverse conditions.Based on the service,service quality,service failure and service recovery,customer satisfaction and other related theory,using the research methods of questionnaire investigation and interview,researches of the current situation of Hangang logistics,analyzes the logistics department of service failures,and the problems in the process of service recovery,and on this basis,put forward the Hangang logistics service recovery strategy.Research shows that the ability of logistics service recovery affected by many factors,enhance the level of Hangang logistics service recovery and quality of service should be from multi-angle,all-round consideration:service recovery management system,enforcement,evaluation system,personnel quality,service quality promotion channels.etc are important influencing factors.The improvement of the logistics service recovery system helps to improve the logistics service quality and employee satisfaction,to improve the quality of the relationship between the enterprise and the staff and increase staff to enterprise’s trust,and finally to promote the development of the plant. |
