Dasu S, Rao J
University of Southern California, Los Angeles, USA.
Qual Manag Health Care. 1999 Summer;7(4):32-50. doi: 10.1097/00019514-199907040-00007.
Service recovery refers to the service provider's response to a dissatisfied customer. This article proposes a model of customer expectations of service recovery in health care services. The model discusses two types of service recovery expectations: will and should. An exploratory study indicates that industry reputation and personal experiences drive customers' "will-expectations" of service recovery while "should-expectations" can be explained via norm, fairness, social contract and hospitality theories.
服务补救是指服务提供商对不满意客户的回应。本文提出了一个医疗保健服务中客户对服务补救期望的模型。该模型讨论了两种服务补救期望类型：意愿型和应该型。一项探索性研究表明，行业声誉和个人经历驱动客户对服务补救的“意愿型期望”，而“应该型期望”可以通过规范、公平、社会契约和热情好客理论来解释。
