服务补救与知觉公平, 关系品质及行为意向的关系
李瑾 - 2007 - theses.lib.polyu.edu.hk
With the increasing similarities in technology and network, in telecommunication markets,
the quality of service is becoming the key factor that determines customers' options and …
the quality of service is becoming the key factor that determines customers' options and …
[HTML][HTML] 顾客参与对网络服务补救效果的影响: 基于感知公平的视角
陈欣欣， 张婷 - Service Science and Management, 2019 - hanspub.org
近年来, 针对日益严重的网络服务失败, 进行补救是企业面临的迫切需要解决的问题.
鉴于顾客在网络服务补救中的重要作用, 学者们开始关注顾客参与对网络服务补救的影响 …
鉴于顾客在网络服务补救中的重要作用, 学者们开始关注顾客参与对网络服务补救的影响 …
服务补救对顾客感知价值, 满意, 信任和忠诚影响的实证研究
張鈞安 - 2008 - theses.lib.polyu.edu.hk
Previous studies have investigated the relationship between customer satisfaction and
loyalty in product and service contexts. But few focused on the relationships among service …
loyalty in product and service contexts. But few focused on the relationships among service …
网购服务补救对顾客行为意向的影响研究: 品牌关系质量的中介效应
冯丽丽 - 2018 - ir.lzu.edu.cn
Development of China's online shopping industry has become more sophisticated, the
number of complaints rises of online shopping, which makes online shopping service …
number of complaints rises of online shopping, which makes online shopping service …
[HTML][HTML] 服务补救后的顾客满意及其对品牌忠诚的影响
申慧芹 - Advances in Social Sciences, 2018 - hanspub.org
随着市场竞争的加剧, 服务补救, 顾客满意和品牌忠诚都受到企业的广泛关注,
逐渐成为营销学研究中不可缺少的一部分. 由于服务失误在所难免, 补救作用更加重要 …
逐渐成为营销学研究中不可缺少的一部分. 由于服务失误在所难免, 补救作用更加重要 …
信息时代的公共服务行业服务补救与服务满意度关系研究
顾峻源 - 2010 - theses.lib.polyu.edu.hk
Extended from the model by Hess, Ganesan and Klein (2003), we proposed a model on
service recovery performance in the public utility service sector. In line with the information …
service recovery performance in the public utility service sector. In line with the information …
[引用][C] The Impact of Customer Perceived Justice on Satisfaction of Service Recovery-The Case of Telecommunication Service Industry
MM Hsieh - 2012