Research on the service recovery system of Chinese real estate industry
Real estate industry as the third industry of national economy, it plays the important role strengthening service management, decreasing the possibility of service failure and making the service recovery work better. It can guarantee the continuity of real estate industry offering service, circulation of the supply and demand chain and stability of profit chain. On the basis of qualitative analysis of the service recovery system (SRS), the study takes Chinese real estate industry as the design object, analyzes the affecting service failure factors from the customer view, realizes the anticipative aim according to the input-output principle and designs the SRS in term of the time series. Through the questionnaire of real estate enterprise executing the SRS, the results show that the solved problem ratio is increasing and time space shorten. And the different culture background of different enterprise, the attitude of enterprise employee and whether taking the immediate measures are the subjective and uncertain factors. These are the main factors affecting the overall system execution.