Service Failures, Restaurant Setting, and Complaining Behaviors: A Scenario Approach
碩士 === 中國文化大學 === 觀光事業研究所 === 94 === Providing “zero-defect” service should be the desired objective of all service marketers, but problems are ubiquitous in the service industry mainly due to the unique characteristics of service. Service failures would occur that result in customer dissatis-factio...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2006
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| Online Access: | http://ndltd.ncl.edu.tw/handle/34226995763326715198 |