Application of service recovery in hospital management / 中华医院管理杂志

Service recovery as a theory of services marketing has gradually been applied to hospital services. By expounding the concept, significance and principle of service recovery, the paper puts forward some strategies that ought to be adopted in service recovery: ①preventive strategy; ②timely strategy; ③ the strategy of cultivating the employees capability of on the spot service recovery; ④ the strategy of laying stress on follow up and anticipation and prevention of errors.