Executive summary of 'Explanation information and source in service recovery initiatives'

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Executive summary of 'Explanation information and source in service recovery initiatives'

机译：“服务恢复计划中的解释信息和来源”的执行摘要

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We all know how frustrating and annoying it is when something that's is supposed to happen doesn't and you are not given a proper reason why. Telling customers what they need to know about service breakdowns is something some service organizations are good at and some aren't. How many times do you hear disgruntled passengers who are stuck in an airport lounge because their plane has been delayed or canceled complain, not so much about the inconvenience itself but more about the lack of information being given to them?

机译：我们都知道，当原本应该发生的事情没有发生，而您却没有给出适当的理由时，这会是多么令人沮丧和烦恼。告诉客户他们需要了解的有关服务故障的信息是某些服务组织擅长而有些则不然。您听到多少次因飞机延误或取消而被困在机场候机室的不满乘客的抱怨，与其说是不便本身，还不如说是他们缺乏信息的更多原因？

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《Journal of Services Marketing》 |2014年第4期|346-346|共1页
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机译：服务恢复计划中的说明信息和来源
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5. Providing explanations to customers for service and recovery failures: The impact on satisfaction, loyalty, and complaining behavior. [D] . Burke, Stephen P. 2009

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6. Clinical Contributions to the Available Sources of Evidence (CASE) Reports: Executive Summary [O] . Jennifer M. Medina McKeon, Marjorie A. King, Patrick O. McKeon 2016

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7. ACC/AHA/ESC guidelines for the management of patients with atrial fibrillation: executive summary A Report of the American College of Cardiology/ American Heart Association Task Force on Practice Guidelines and the European Society of Cardiology Committee for Practice Guidelines and Policy Conferences (Committee to Develop Guidelines for the Management of Patients With Atrial Fibrillation) Developed in Collaboration With the North American Society of Pacing and Electrophysiology31This document was approved by the American College of Cardiology Board of Trustees in August 2001, the American Heart Association Science Advisory and Coordinating Committee in August 2001, and the European Society of Cardiology Board and Committee for Practice Guidelines and Policy Conferences in August 2001.32When citing this document, the American College of Cardiology, the American Heart Association, and the European Society of Cardiology would appreciate the following citation format: Fuster V, Rydén LE, Asinger RW, Cannom DS, Crijns HJ, Frye RL, Halperin JL, Kay GN, Klein WW, Lévy S, McNamara RL, Prystowsky EN, Wann LS, Wyse DG. ACC/AHA/ESC guidelines for the management of patients with atrial fibrillation: executive summary: a report of the American College of Cardiology/American Heart Association Task Force on Practice Guidelines and the European Society of Cardiology Committee for Practice Guidelines and Policy Conferences (Committee to Develop Guidelines for the Management of Patients With Atrial Fibrillation). J Am Coll Cardiol 2001;38:1231–65).33This document is available on the World Wide Web sites of the American College of Cardiology (http://www.acc.org), the American Heart Association (http://www.americanheart.org), the European Society of Cardiology (http://www.escardio.org), and the North American Society of Pacing and Electrophysiology (http://www.naspe.org). Single reprints of this document (the Executive Summary and Summary of Recommendations) is available by calling 800-253-4636 (US only) or writing the American College of Cardiology, Educational Services, 9111 Old Georgetown Road, Bethesda, MD 20814-1699. To obtain a reprint of the complete guidelines published in the mid-October issue of the European Heart Journal, call +44 207 424 4200 or +44 207 424 4389, fax +44 207 424 4433, or write Harcourt Publishers Ltd, European Heart Journal, ESC Guidelines - Reprints, 32 Jamestown Road, London, NW1 7BY, United Kingdom. To purchase additional reprints, specify version and reprint number (Executive Summary 71-0208; Full-Text 71-0209): up to 999 copies, call 800-611-6083 (US only) or fax 413-665-2671; 1000 or more copies, call 214-706-1466, fax 214-691-6342; or E-mail pubauth@heart.org. [O] . Fuster Valentin, Rydén Lars E, Asinger Richard W, 2001

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机译：通过动员卫生专业教育和服务资源研究满足农村卫生保健需求的模式。执行摘要：未来农村健康议程

Executive summary of 'Explanation information and source in service recovery initiatives'

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