摘要：作为企业的一种行为以及市场营销学的研究的焦点，服务补救受到国内外越来越多学者的关注，并且随着时间的推移不断的被赋予新的内涵。在对服务过失的认识、顾客抱怨的分析、服务质量、服务补救和顾客的关系及员工与顾客关系的综合分析的基础上研究确立了服务补救维度。在这样的背景下，服务补救在饭店企业中所起到的作用，也显得日渐突出，尤其是对饭店形象树立的影响，更是不言而喻。本文在对饭店服务补救内涵、原因、意义研究的基础上，明确服务补救与饭店形象树立之间的关系。通过进一步深入研究饭店服务补救的主体、对象，提出服务补救人员与饭店其他部门间的联系。总结服务补救过程中各阶段的措施，制定出更加完善的服务补救策略，帮助饭店今后更好的树立企业形象，做到与时俱进，适应不断发展的时代潮流。
关键词：服务补救； 饭店形象； 影响
Abract :As a kind of the enteprise behavior and the focus of marketing research, more and more domestic and overseas scholars begin to pay attention to Service Recovery.And it also be blessed with new connotation as time goes on constantly. Based on the comprehensive analysis about the understanding of Service negligence, customer complaints analysis, service quality, service recovery and the relationship between the staff and customers, the service recovery dimensions are established. Under the background,the role of Service Recovery in the hotel become more and more important, especially for the influence of setting up the hotel image. This paper based on the connotation, reason, significance about the Service Recovery of hotel,clear and definite the relationship between Service Recovery of hotel and company image. Through the further study of the subject and object about Service Recovery of hotel, the text puts forward the link between Service Recovery Personnel and the other department in the hotel. Summarizing the measure of every stage of Service Recovery and Working out the more perfect service recovery strategy. To help hotel set up better enterprise image, do keep pace with The Times and adapt to the development trend of The Times.
Key Words : Service Recovery; Hotel Image; Influence
