| 加油站服务失误与补救问题探讨 |
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| 引用本文： | 彭宇峰.加油站服务失误与补救问题探讨[J].石油库与加油站,2007,16(3):7-10. |
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| 作者姓名： | 彭宇峰 |
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| 作者单位： | 中国石化湖北石油分公司,武汉,430030 |
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| 摘 要： | 介绍了服务失误的原因、造成的后果及补救的原则。指出了加油站服务失误的常见形式，探讨了加油站顾客的消费心理及顾客对服务失误的反应，提出了加油站服务失误的补救策略：树立正确的服务理念、加强加油站服务质量管理、通过现场管理专员实施现场补救、使服务补救措施规范化。
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| 关 键 词： | 加油站 服务失误 补救 探讨 |
| 修稿时间： | 2007-03-06 |
Exploration on Service Failure of Gas Stations and Remedy |
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| Peng Yufeng.Exploration on Service Failure of Gas Stations and Remedy[J].Oil Depot And Gas Station,2007,16(3):7-10. |
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| Authors: | Peng Yufeng |
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| Affiliation: | Peng Yufeng. |
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| Abstract: | Causes for service failure,resulting impacts and remedy principles are described. Common service failures at gas stations are also described.Customer psychology and reaction to service failures is discussed.Remedy principles including establishing correct serviee concept, strengthening service management,equipping on- site manager to apply on-site remedy measures, and normalizing remedy measures are introduced. |
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| Keywords: | gas stations service failure remedy and discussion |
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