随着移动终端设备的普及应用、移动商务的日益兴盛、新兴技术的飞速发展，移动时代给企业服务补救带来新的机遇和挑战。移动环境下服务补救呈现多主体化、多载体化、多模态化的趋势。与以往服务补救中人际接触不同，移动沟通是一种非人际接触的形式。这种新形式正在挑战着消费者的感官机能，即消费者作为生命体有身体机能上的局限性，这会影响到服务补救中消费者的移动沟通体验。本项目以感官机能协同性为视角，系统探讨移动环境下服务补救策略与机制。具体而言，以非人际接触下，移动设备带来的感官体验机制为研究基础，沿着“谁来沟通——怎么沟通——何时沟通”的逻辑，分层次的剖析服务补救中移动沟通工具、沟通主体、沟通载体和沟通时机的作用机制及企业相应的服务补救策略。以丰富服务补救领域相关的理论研究，为企业的服务补救提供有指导意义的实践建议。

With wide application of mobile terminal equipments, flourish of mobile commerce, and rapid development of modern technology, mobile communication brings new opportunities and challenges to service recovery. Under mobile environment, service recovery shows the trends of multi-subjectivity, multi-carrier and multi-mode. Different from interpersonal interaction in traditional service recovery, mobile communication is a form of impersonal interaction. This new form is challenging consumers’ sensory function, which refers to consumers’ physical limitations as living beings. Such limitations will influence consumers’ mobile communication during service recovery. This project will systematically explore strategies of service recovery and underlying mechanisms in mobile environment from the perspective of sensory functional synergy. Following the logic of "who, how and when to communicate ", this project will hierarchically analyze the mechanism of mobile communication from tools, subjects, carriers and timing in service recovery and how firms make service recovery. This project will enrich relevant theoretical research in the field of service recovery and provide meaningful practical suggestions for firms.