UC知道急急。。。高分：(真心求助) 大侠们,请麻烦帮我把这段文字翻译成英语。真诚的感谢！
来源：百度知道 编辑：UC知道 时间：2024/05/23 12:57:06
Bell&Zemk将客户对服务过失的感受分为两种，一种是烦恼、气愤，另一种是受到伤害。他们认为针对不同的过失应采取补救的五种方式：道歉、及时恢复、理解、象征性的赔偿和跟进。在服务补救过程中需要对员工进行授权。
Bowen&Lawler 提出了四种授权方式：最低水平授权（实质是无授权）；次低等级授权（只能通过正式的渠道向决策机关提建议）；较高层次的授权（与工作有关的授权，不影响高层的战略决策制定，但允许员工在他们的工作活动上有较大的自由）；最高水平的授权（高参与并使最底层员工产生对企业的责任感）。
Patrick McCole 在差距理论、公平理论、期望理论和归因理论基础上，提出了一个“广泛模型”。在这个模型中，他提出了服务补救的四个维度，他认为这四个维度在任何服务补救模型中都是不可缺少的：感知、处理过程、质量和意向。
Bell & Zemk customer service fault of the feelings divided into two types: one is trouble, angry, and the other is being hurt. They believe that the fault for different remedies should be taken of the five ways: an apology and timely recovery, understanding, symbolic compensation and follow-up. In the course of remedial services to the needs of employees authorized.
Bowen & Lawler are authorized by the way: the minimum level of authority (in real terms is not authorized); authorized the low-grade (only through formal channels make recommendations to decision-making body); higher level of authority (and related to the work of the mandate, does not affect The high-level strategic decision-making, but allows employees in their work activities have greater freedom), the highest level of authority (high participation and the bottom of enterprise employees have a sense of responsibility).
Patrick McCole in the gap between theory and fair theory, theory and expectat