中文摘要：

服务补救直接关系到服务采纳者的心理状态及后续行为,对服务型企业能否实现可持续发展具有举足轻重的意义。文章基于国内外关于服务补救的研究文献,从服务补救的定义、测量维度、运作策略、效果四个方面,对服务补救的现有研究进行了系统的梳理与评析,全面地阐明了服务补救的研究现状,并从服务补救基础理论研究、运作策略研究、补救效果研究以及电子服务背景下的服务补救研究等方面,对服务补救领域潜藏的研究机会进行了挖掘与展望。在理论层面,文章所得结论可以为国内学术界全面了解服务补救的研究现状和发展趋势提供理论参考;在实践层面,可以为服务管理部门制定服务经济的相关政策提供支撑,文章对于当今服务型企业开展服务补救活动具有实践指导意义。

英文摘要：

Service recovery is directly related to the psychological state and follow-up behavior of the service adopters, which is also of great significance to the sustainable development of the service-oriented enterprises. Based on the literatures of service recovery at home and abroad, this paper systematically reviews the existing studies on service recovery from four aspects, including definition,measurements dimension, operational strategy and recovery effectiveness, thus the research status of service recovery is clarified. This paper also prospects the future research of service recovery from four aspects, including the basic theory, operational strategy, recovery effectiveness, and related studies in the context of electronic service. At the theoretical level, the conclusions can provide a theoretical reference for the domestic academic community to fully understand the current situation and development trend of service recovery. At the practical level, it can provide support for the service management departments to formulate policies for service economy. It is of practical and guiding significance for service-oriented enterprises to carry out service recovery activities.