摘要
服务具有差异性、无形性、生产与消费同步性等一系列特性,这些特性使服务业的经营具有不确定性。即使最优秀的企业也避免不了出现服务失误,出现失误就要进行相应的补救,从而保证企业有效的发展。而网上银行的有关顾客信息安全产品的服务补救策略长期被企业忽视,也是学术界迫切需要填补的空白。本文通过分析当前网上银行的现状,回顾服务补救的三个基础理论,提出应对网上银行顾客信息安全管理服务补救的相关策略。
The services possess a series of characteristics of difference, invisibility and synchronization of production andconsumption, which make the service business uncertain. The enterprise that even is the best cannot avoid service failures, toensure the effective development of enterprises, it is necessary to carry out the corresponding service recovery. And the servicerecovery strategy of the E-banking for the customer information security products has long been ignored by the enterprise, and itis also an urgent need to fill in the academic community. In this paper, we analyze the current situation of E-banking, and reviewthe three basic theories of service recovery, put forward the relevant strategies for the customer information security managementservice recovery of E-banking.
出处
《科学与管理》
2015年第5期70-74,共5页
Science and Management
基金
2014年陕西省社会科学基金项目(项目编号:2014P25)
关键词
网上银行
顾客信息安全
服务补救
E-banking
Customer information security
Service recovery
