| ACKOWLEDGEMENT | 第4-5页 |
| ABSTRACT | 第5-6页 |
| 摘要 | 第7-18页 |
| Chapter Ⅰ Introduction | 第18-22页 |
| 1.1 Research Background | 第18页 |
| 1.2 Research Significance | 第18-20页 |
| 1.2.1 Theoretical Significance | 第18-19页 |
| 1.2.2 Practical Significance | 第19-20页 |
| 1.3 Research Content and Methods | 第20-22页 |
| 1.3.1 Research Content | 第20-21页 |
| 1.3.2 Research Methods | 第21-22页 |
| Chapter Ⅱ Literature Review | 第22-34页 |
| 2.1 Service Failure | 第22-25页 |
| 2.1.1 Service Failure Definition | 第22-23页 |
| 2.1.2 Classification of Service Failures | 第23页 |
| 2.1.3 Influence of Service Failure | 第23-25页 |
| 2.2 Service Recovery | 第25-34页 |
| 2.2.1 The Concept of Service Recovery | 第25-26页 |
| 2.2.2 The Dimensions of Service Recovery | 第26-27页 |
| 2.2.3 Operational Strategy for Service Recovery | 第27-29页 |
| 2.2.4 Effects of Service Recovery | 第29-32页 |
| 2.2.5 Service Recovery System | 第32-34页 |
| Chapter Ⅲ Case Description | 第34-42页 |
| 3.1 Introduction of Wuhan Haoxue Education Co., Ltd | 第34-36页 |
| 3.1.1 Organizational Structure of Wuhan Haoxue Education Co., Ltd | 第34-36页 |
| 3.1.2 Teachers of Haoxue Education Co., Ltd | 第36页 |
| 3.1.3 Teaching Facilities of Haoxue Education Co., Ltd | 第36页 |
| 3.2 Service Situation of Haoxue Education Co., Ltd | 第36-42页 |
| 3.2.1 Service Contents of Haoxue Education Co., Ltd | 第36-37页 |
| 3.2.2 Service Object of Haoxue Education Co., Ltd | 第37-38页 |
| 3.2.3 Service Process of Haoxue Education Co., Ltd | 第38页 |
| 3.2.4 Services Status of Haoxue Education Co., Ltd | 第38-42页 |
| Chapter Ⅳ Case Analysis | 第42-47页 |
| 4.1 Service Characteristics of Haoxue Education Co., Ltd | 第42-43页 |
| 4.2 Service Failure in Haoxue Education Co., Ltd | 第43-46页 |
| 4.2.1 The Types of Service Failures in Haoxue Education Co., Ltd | 第43页 |
| 4.2.2 The Influence of Service Failures | 第43-44页 |
| 4.2.3 Causes of Service Failures | 第44-46页 |
| 4.3 Insufficient Service Recovery System of Haoxue Education Co., Ltd | 第46-47页 |
| Chapter Ⅴ Environmental Analysis of Haoxue Education Co., Ltd | 第47-55页 |
| 5.1 PEST Analysis of Macro Environment | 第47-50页 |
| 5.1.1 Political Environment | 第48-49页 |
| 5.1.2 Economic Environment | 第49页 |
| 5.1.3 Social and Cultural Environment | 第49-50页 |
| 5.1.4 Technological Environment | 第50页 |
| 5.2 Analysis of Major Competitors | 第50-51页 |
| 5.2.1 Up-Peak Education | 第50-51页 |
| 5.2.2 “Xueersi” | 第51页 |
| 5.3 SWOT Analysis | 第51-55页 |
| Chapter Ⅵ Construction of Recovery Management System for Haoxue Education Co., Ltd | 第55-68页 |
| 6.1 Service Recovery System Model | 第55-56页 |
| 6.2 Pre-deployment Subsystem of Haoxue Education Co., Ltd | 第56-57页 |
| 6.3 Execution Subsystem of Haoxue Education Co., Ltd | 第57-60页 |
| 6.3.1 Principles of Service Recovery Implementation | 第58-59页 |
| 6.3.2 Process of Service Recovery | 第59-60页 |
| 6.4 Feedback Subsystem of Haoxue Education Co., Ltd | 第60-62页 |
| 6.4.1 Collection and Handling of Service Recovery Feedback Information | 第60-61页 |
| 6.4.2 The Application of Service Recovery Feedback Information | 第61页 |
| 6.4.3 Expected Effect of Service Recovery Feedback | 第61-62页 |
| 6.5 Improvement Subsystem of Haoxue Education Co., Ltd | 第62-64页 |
| 6.5.1 Service Recovery Improvements Based on Severity of Failures | 第63-64页 |
| 6.5.2 Service Recovery Improvement Based on Feedback Results | 第64页 |
| 6.6 Suggestions for the Implementation of the Service Recovery System of Haoxue Education Co., Ltd | 第64-68页 |
| 6.6.1 Reasonable Service Commitment | 第65页 |
| 6.6.2 Improve the Quality of Employees and Empower Front-line Employees | 第65-66页 |
| 6.6.3 Establish Feedback Channel and Actively Solicit Suggestions | 第66-67页 |
| 6.6.4 Satisfaction Survey after Implementation of Service Recovery | 第67-68页 |
| Chapter Ⅶ Conclusion | 第68-69页 |
| References | 第69-71页 |
| Appendix 1 Service Satisfaction Survey | 第71-72页 |
| Appendix 2 Customer Review Questionnaire | 第72页 |
