关键词: 服务恢复, 服务缺陷, 学习

Abstract: To maintain long term competitive advantage, firms should not only serve customers and win their favours, but also do their best to retain them Service recovery stratage(SRS) is important for firms to retain customers SRS can correct firms’ service failure and make customer feel more satisfactory and more loyal to them Through implementation of SRS and systematic learning, firms can improve their service quality and finally increase their profits.

Key words: service recovery, service failure, learning