中文摘要：

采用问卷调查、案例分析的方法,可以对酒店在过程失败、结果失败以及交互失败条件下,不同服务补救措施的效果进行评价。研究发现,实施服务补救时,体现酒店的诚意必不可少,但＂响应速度＂是顾客最关注的因素,物质补救的形式比数量更重要;此外,男性更重视体现＂面子＂的补救措施,而女性则更重视＂维护消费心境＂;常客更重视＂特别关注的待遇＂,但常客对服务失败态度相对平和。

英文摘要：

This study uses the questionnaires and the case analysis to explore the effect of different recovery measures on hotel services under the conditions of process failure, result failure and interaction failure. The study shows that it is essential that hotel service recovery measures reflect the sincerity of the hotel. But ＂response rate＂ is the most concerned factors of the customer, the form of material recovery is more important than the quantity. In addition ,the men pay more attention to reflect the ＂face＂ of the recovery ,while the women pay more attention to ＂maintain the consumer mood＂. Regulars pay more attention to ＂the treatment of special attention＂ ,but regular＇ s attitude to service failure is very calm.