| 旅游企业“双向”服务补救的概念与模型探析 |
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| 引用本文： | 冯玮,陈琳.旅游企业“双向”服务补救的概念与模型探析[J].襄樊学院学报,2012,33(8):64-68,85. |
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| 作者姓名： | 冯玮 陈琳 |
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| 作者单位： | 湖北大学旅游发展研究院,湖北武汉,430062 |
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| 摘 要： | 随着旅游业的快速发展,服务补救受到了旅游企业的广泛关注.文章基于服务补救的已有研究提出了旅游企业“双向”服务补救的概念,并构建了其模型,旨在深化服务补救理论的研究,并对旅游企业实现服务补救绩效最大化给予一定的策略指导.
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| 关 键 词： | 旅游企业 服务补救 "双向"服务补救 |
Concept of "Bidirection" Service Recovery of Tourism Corporation and the Model |
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| FENG Wei
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CHEN Lin.Concept of "Bidirection" Service Recovery of Tourism Corporation and the Model[J].Journal of Xiangfan University,2012,33(8):64-68,85. |
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| Authors: | FENG Wei CHEN Lin |
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| Institution: | (Tourism Development Research Institute,Hubei University,Wuhan 430062,China) |
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| Abstract: | With the rapid development of tourism,service remedy has attracted more attention.Based on previous research about service recovery,it presents a new concept,"bidirection" service recovery,and a model is provided,to deepen previous research and to provide some strategic guide for maximization of service recovery. |
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| Keywords: | Tourism corporation Service recovery "Bidirection" service recovery |
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