Abstract The increment of service failures and dissatisfied customers promote B2C enterprises to focus on service recovery and take all kinds of recovery measures to improve the quality of service.In this work,all the discussions were conducted under the assumption of consumer’s bounded rationality and basing on the Kano model and the fuzzy clustering method.The B2C service recovery qualities,such as must-be quality,one-dimensional quality and attractive quality were identified while the customer satisfaction adjustment factor was imported to confirm the priority of the influence factors.The conclusion services the B2C enterprises with a best quality-improving method which can provide the most useful remedial measures.
CHAN Mi-Yuan,ZHANG Xiao-Jun,ZHANG Ren-Long. Research of Service Recovery Quality Improvement Based on Bounded Rationality. Economic Survey, 2015, 32(3): 0108.
2015, Vol. 32 
