中文摘要：

随着信息技术和网络技术的普及，自助服务得到广泛应用，与此同时，自助服务中的服务失误现象也屡见不鲜。由于自助服务的本质和特性决定了自助服务中补救主体是多元的，如企业补救、联合补救和顾客补救。在企业补救情形下，除了传统事后补救外，还可以通过服务保证来进行；联合补救是企业和消费者共同参与补救；顾客补救是自助服务补救中的特有现象，主要影响因素有自助服务科技因素、消费者因素和情境因素。今后应进一步加强自助服务情境下独特的补救策略、顾客参与自助服务补救的研究，并改进和完善研究方法。

英文摘要：

With the popularization of information technology and internet technology,self-service has been applied in almost all areas. At the same time,there are increasingly more and more failures in self-service. The nature and characteristic of self-service determines that the main player of remedy will be diversified,such as the remedy provided by enterprises,customers or the alliance of enterprises and consumers. The enterprises can do this job afterwards or by service guarantee;the alliance remedy means remedy provided by both the enterprises and consumers;customer remedy is the specified phenomenon of self-service remedy,and the main influence factors are the scientific factor,consumer factor and contextual factors of self-service. In the future,we should strengthen research on the strategy of self-service remedy and the participation of consumers in self-service remedy,and improve and perfect the related research method.