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The customer-centered transformation is taking place among China's power supply enterprises, which are changing towards service-oriented type. And for this type of enterprises, service recovery is inevitable. However, there hasn't been such research into the effect or evaluation of this service recovery, neither theoretically nor applicative. In this paper, the index system of supply enterprise's service recovery quality is established, and the weight of each index is made clear using improved AHP method, so that the customer's perceptive of service recovery quality is measured, and the uncertainty of thinking is taken into consideration at the same time. Moreover, this evaluation is classified according to the characteristic of power consumer. After these, demonstration is carried out, the result of which is discussed, and advises are given to supply enterprises on their service recovery strategy.
Date of Conference: 21-25 Sept. 2007