Productqualitymanagement产品质量管理ServicemanagementTherecoveryparadox补救谬论Figure7.3CustomerComplaintActionsFollowingServiceFailure顾客投诉行为ServicefailureServicefailureServicefailure角色扮演练习角色扮演练习角色扮演练习LearnfromRecoveryExperiencesServiceRecoveryStrategies服务补救策略ServiceGuaranteesServiceGuarantees服务保证CharacteristicsofanEffectiveServiceGuarantee有效的服务保证特点麦当劳“59秒服务”承诺麦当劳“59秒服务”承诺麦当劳“59秒服务”承诺的背后CharacteristicsofanEffectiveServiceGuarantee有效的服务保证特点Figure7.2TheHamptonInn100PercentSatisfactionGuaranteeTheHamptonInn100PercentSatisfactionGuaranteeTheHamptonInn100PercentSatisfactionGuaranteeTheHamptonInn100PercentSatisfactionGuaranteeWhyaGoodGuaranteeWorks为什么好的保证通常有效Doeseveryoneneedaguarantee?每个服务商都要保证吗？ServiceGuarantees