A Study of Entity Theory and Incremental Theory on Consumer Responses in Service Failure and Recovery Context
碩士 === 國立臺灣科技大學 === 企業管理系 === 99 === The purpose of this research is to investigate how implicit theory affects consumers’ responses toward service failures and recovery strategy. Study 1 investigated the role of implicit theory and the effect of past service experiences (excellent vs. average servi...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | en_US |
| Published: |
2011
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| Online Access: | http://ndltd.ncl.edu.tw/handle/61966089557858468701 |