CAJ | 학술논문

由于服务具有无形性的特点，再好的服务体系在服务传递过程中不可避免的都会出现服务失误。同其他线下服务产业研究相比，针对网络零售业服务失误的理论研究严重滞后。在传统服务失误、服务补救理论的基础上，结合网络零售的特点，探讨了网络零售业的服务失误类型及其带来的负面影响，并提出了相应的补救方法。
유우복무구유무형성적특점，재호적복무체계재복무전체과정중불가피면적도회출현복무실오。동기타선하복무산업연구상비，침대망락령수업복무실오적이론연구엄중체후。재전통복무실오、복무보구이론적기출상，결합망락령수적특점，탐토료망락령수업적복무실오류형급기대래적부면영향，병제출료상응적보구방법。
Because of the invisible nature of service, even a good service system can make some mistakes during the transferring process of service. Compared with the research in offline service industry, studying on the basic theories of e-retailing service failure is seriously backward. In order to fill the gap, combined with traditional theory of service failure and features of e-retiling, this paper makes further exploration in types and negative effects of retailing service failure, and then puts forward the way to improve service recovery quality.