the relationship among involvement level, service failure, service recovery disconfirmation and customer lifetime value
碩士 === 國立臺北商業技術學院 === 商學研究所 === 94 === Because service failure can’t be fully avoided in the process transmission, understanding the service failure severity and their impact on customer responses and designing effective recovery strategies have been recognized as important issues by both service re...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2006
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| Online Access: | http://ndltd.ncl.edu.tw/handle/37873823771916749951 |