A Study on Service Failure and Recovery in Self-service——Exampled with ATM
Peng Yan-jun · Technoeconomics & Management Research · 2012
Along with the development of information technology and popularization of the network technology,self-service in each service industry a wide range of applications.However,due to the self-service has some of the scientific and technological content and lack of interpersonal interaction,etc,to consumer put forward higher request.Thus,the self-service situation,the service mistakes happen is inevitable.This paper expounds the self-service and service of the error theory,and on the basis of first of ATM situations service mistakes are classified research,including core service mistakes to its customers' needs,and reflects the error,as well as other customer influence three types,secondly analyzes the error occurs,self-help service recovery and traditional service recovery of different,real-time,and initiative and publicity is low,finally puts forward the self-service situation service mistakes service recovery after the measures should be taken.Main have improve equipment reliability,Strengthening technical sensitivity,Timely solve problems,Psychological compensation and tracking and feedback to remedy the results.