服務補救對於旨在永續經營的服務業是非常重要的。根據研究顯示，如果企業提供優質的顧客服務，會讓顧客感到貼心，不僅能提升滿意度，同時也能提高顧客對品牌的忠誠度。反之，當顧客不滿意企業所提供的服務，多數的消費者不會向提供服務的單位反映，而是默默選擇自行轉換品牌。服務補救對大多數企業來說，目的是為了處理顧客抱怨案件，至於顧客以後是否繼續使用該公司的產品，則經常被忽略。
本研究以某跨國企業台灣分公司所經營的數位影像產品為例，區間從2013到2015年，共1,688筆實際客戶抱怨的案件中挑出240件，利用專人電話專訪，統計顧客行為轉換的比例。研究發現，經過及時的服務補救後，顧客轉換品牌的比例低於5%。以下的內容將深入探討該公司處理服務補救案件的案例，並研究顧客轉換行為與其的關連性。

"Service recovery" is essential for sustainable operations in service industry. Research have shown that if the enterprises provided quality customer service, which resulting the customers felt valued. It could not only enhance customers’ satisfaction, but also improve the loyalty of the brand. However, most of the consumers would switch their choices to other brands rather than reflect the unsatisfaction to the company when they were unsatisfied with the service. For the most of enterprises, Service recovery was to handle customers’ complaints. Whether or not the customers continued to use the company's products are often overlooked.
In this study, we took an international Taiwanese branch manufacturing digital image products as example. There were 1,688 cases of customers’ complaints during 2013 to 2015, and we picked 240 cases using phone interviews to calculate the ratio of customer switching behavior. We found that the customer behavioral conversion ratio was less than 5% after conducting immediate service recovery. The following contents below are focused on the cases how the company handled the service recovery, and the relation of customer switching behavior.

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