真诚求助)高分：大侠们,请麻烦帮我把这段文字翻译成英语。谢谢！（谢绝翻译软件
真诚求助)高分：大侠们,请麻烦帮我把这段文字翻译成英语。谢谢！（谢绝翻译软件
服务补救对保险客户忠诚度的影响
内容摘要：21世纪已经进入服务经济时代。对于保险公司来说，由于服务具有的无形性、差异性、生产和消费的同一性、客户参与性等特性，在客户的多样性与服务易变性的情况下，保险公司员工与客户接触互动的过程中，员工的工作态度、工作质量直接影响着客户对服务质量的感知和评价，这在很大程度上决定了客户对保险公司的满意度和忠诚度。忠诚的客户是保险公司生存和发展的基础，而服务补救是保险公司实现客户满意和维持客户忠诚度的重要手段。服务的特性决定了服务失败和客户不满是不可避免的，针对服务失误，进行有效地服务补救，保险公司既可以及时地了解客户需求，改进服务质量，提高客户的满意度和忠诚度，减少客户流失，增加保险公司收益，又可以培育忠诚客户，提高保险公司的市场竞争力。
关键词：服务失误,服务补救,客户满意度,客户忠诚度
服务补救对保险客户忠诚度的影响
内容摘要：21世纪已经进入服务经济时代。对于保险公司来说，由于服务具有的无形性、差异性、生产和消费的同一性、客户参与性等特性，在客户的多样性与服务易变性的情况下，保险公司员工与客户接触互动的过程中，员工的工作态度、工作质量直接影响着客户对服务质量的感知和评价，这在很大程度上决定了客户对保险公司的满意度和忠诚度。忠诚的客户是保险公司生存和发展的基础，而服务补救是保险公司实现客户满意和维持客户忠诚度的重要手段。服务的特性决定了服务失败和客户不满是不可避免的，针对服务失误，进行有效地服务补救，保险公司既可以及时地了解客户需求，改进服务质量，提高客户的满意度和忠诚度，减少客户流失，增加保险公司收益，又可以培育忠诚客户，提高保险公司的市场竞争力。
Remedial services to the insurance customer loyalty impact
Abstract: the 21st century has entered the era of economic services. For insurance companies, because the service is invisible, differences, production and consumption of identity, customer participation, and other characteristics of the customer service volatility and the diversity of circumstances, contact with the insurance company employees and customers interact In the course of their work attitude, the quality of their work direct impact on the customer's perception of the quality of services and evaluation, which largely determine the insurer's customer satisfaction and loyalty. Loyal customers are insurance companies based on the survival and development, and remedial services is the insurance company to achieve customer satisfaction and maintain customer loyalty, an important means. The decision of the failure of the service and customer dissatisfaction is inevitable, for service failures, effective remedial services, insurance companies can be timely understanding of customer needs, improve service quality, and increase customer satisfaction and loyalty, reduce customer Loss, the insurance company to increase revenue, but also cultivate loyal customers, improve the market competitiveness of the insurance companies.
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Service recovery to policy holder loyalty influence content Abstract: The 21st century already entered the service economy time. Regarding the Insurance company, because serves invisible characteristics and so on which, different, production and expense identity, customer participation has, in the customer multiplicity and the service variable situation, the Insurance company staffs and in the customer contact interaction's process, staff's work, the work quality immediate influence customer to grade of service's sensation and the appraisal, this has decided the customer to a great extent to Insurance company's degree of satisfaction and the loyalty. The loyal customer is the Insurance company survives with the development foundation, but serves the recovery is the Insurance company realizes customer satisfaction and the maintenance customer loyalty important means. The service characteristic had decided the service defeat and the customer discontented are inevitable, in view of the service fault, carries on serves the recovery effectively, the Insurance company both may understand the customer demand promptly, the improvement grade of service, enhances the customer the degree of satisfaction and the loyalty, reduces the customer outflow, increases the Insurance company income, and may cultivate the loyal customer, enhances Insurance company's market competitiveness.
Key word: Service fault、service recovery,、customer degree of satisfaction,、customer loyalty页面已拦截
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