服务失败发生后,组织服务补救管理体系就必须立即作出相应的反应,但一味的事后反应,效果是有限的。不管企业是否对失败的原因作出解释,顾客总是努力寻求服务失败发生的原因并判断其性质,而后据此来决策今后的行为方式。服务失败的预应机制就是建立事前预警系统,最大限度地减少服务失败的发生。 After the failure of services, organizational service recovery management system must immediately respond accordingly, but blindly after the reaction, the effect is limited. Regardless of whether the business explains the cause of the failure, customers are always struggling to find out the cause of the service failure and determine its nature, and then to make decisions about how to do it in the future. The preconditioning mechanism of service failure is to establish an advance warning system to minimize the occurrence of service failure.