Service Recovery:A Service Quality Improving Approach for Express Enterprises
Shuping Wu · Logistics Technology · 2011
In the express industry,service failures such as delivery delay,package loss and damage are the main target of customer complaints,which can compromise customer satisfaction and,if poorly handled,severely impact enterprise competitiveness.Service recovery provides enterprises an second chance to enhance the customer perception of service quality and re-establish brand services and enterprise images.For express enterprises in China,implementation of service recovery should follow the fundamental principles of accountability,timeliness,initiative-taking,and communication,etc.,and should be coupled with the progressive construction of a sound service recovery system,authorization of the frontline operational personnel,attention to customer concerns,no matter how trivial or serious,and other strategies.