Exploring Consumers’ Coping Behaviors in Online Double Deviation Scenarios: From Power Perspective
博士 === 國立中央大學 === 資訊管理研究所 === 98 === Service recovery is a critical moment of truth in retaining customers and reinforcing customer relationships, and has been considered as an “Achilles'' heel” in online marketplaces. Poor service recoveries exacerbate the negative effects of the...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | en_US |
| Published: |
2010
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| Online Access: | http://ndltd.ncl.edu.tw/handle/79104469638064412646 |