基于商业银行服务缺陷的服务补救模式-研究

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1、对应于银行服务缺陷的服务售前、售中和售后阶段类型，分别就服务机制设置、流程渠道和顾客关系三个方面提出商业银行补救模式，提出以顾客为中心的服务补救对策和建议。关键词：商业银行服务缺陷服务补救RESEARCHONSERⅥCERECOVERYMODEWHICHBASEDONSERVICEDEFECTSOFCON幻MERCIALBANKSABSTRACTAfterChinesereformandopeningup，theBanksbecameoneofthequickestdevelopingindustriesinChina,whichgotBenefitsw

2、ithvariousformsoffinancialservicesprovided．Soasotherserviceindustries，onlytoprovidetheproductswhichareexcellentperformance、析tIlgoodquality,ifthebankswanttomaketheircustomersatisfiedandimprovedcompetitiveness，SOastoenhancethemarketshare，andachievebettereconomicefficiency．Sourceofe

3、conomicbenefitsandintangibleofcommercialbanksarethequalityservice．Banksservicesshouldbaseonthecustomer-centricandexcellentperformancese、杭Ⅱ1goodquality,SOtoprovidefinancialproductsthatmeetcustomerneeds．Withtheincreasinglyhotoffinancialproducts，thequalityofserviceofthebankbranchesd

4、ecreaseddaybyday,andthewaittimeisgettinglongerandlonger．However'itisnotonlythewastingtimeproblem，atsametime，people’Sdissatisfaction诵mthebankingservicesalsoinmanyotheraspectsoftheservice．China'scommercialbanksarenotcomprehensiveunderstandingwiththeconceptofthe”service”．Compare诵tll

5、theforeignbankswhichhaveintroduced，thereisbiggapindomesticcommercialbanks’service．Asaserviceorganization，China'scommercialbankshadneveressentiallyrecognizedtheirserviceindustries．Lotsoftheirfront-lineservicestaffdoesnotimplementtheconceptoftheservice．Itcausesmanycustomerstofeelth

6、atitseemsthatthebankhasfailedtoservepublic．Intheperceptionofmanycustomerthoughtbanksusuallydonotcareaboutthe”me”．Althoughthemostsuccessfulservicecompaniesinevitablyservicedefectexists，whenservicedefectsshowup，correspondingtocausenegativecustomerbehaviormayleadtolossofcustomers，wh

7、ichismoreserioustoacompany．IfOurbankswanttobethewinnerinthemarket，wemustunderstandingofthevarioustypesofcustomerpsychologyinthedefectsofservices，andtheiremotionandresponseintheeventofservicedefects．Thus，implementeffectiverecoveryinordertowinthesecondarychanceofcustomers’satisfact

8、ion．Recentyears，theconcernwiththemanagem