[Abstr act] Objective To find solutions to handle rehabilitation service failures.Methods To analyze causes of rehabilitation service failures in modern sanatoriums.Results To encourage convalescence customers to complain, to efficiently solve rehabilitation service failures and to set up early warning systemare important remedies for rehabilitation service failure.Conclusion To give rememdy to service failure in sanatoriums is conducive to the enhancement of customer satisfaction and loyalty and service awareness of employees, and to the constant im-provement of service quality in sanatoriums.%目的：探讨疗养院疗养服务失误的补救策略。方法对现代疗养院疗养服务失误发生原因进行分析，提出服务失误的补救方法。结果鼓励疗养客户抱怨和投诉、高效解决疗养服务失误、建立疗养服务补救预警系统是做好疗养服务失误补救工作的重要途径。结论实施疗养服务失误补救策略有利于提高疗养客户的满意度和忠诚度，有利于强化疗养院员工的服务意识，有利于推进疗养院服务质量的持续改进。
展开▼
