Retaining Customers with Proactive Service Recovery Process and Compensation: Chronic Regulatory Focus as a Moderator
碩士 === 國立清華大學 === 服務科學研究所 === 100 === The importance of service failure and service recovery has long been well documented in the literature. However, a large body of prior research focused on perceived justice of service recovery and its effects on post-recovery responses of customers. This article...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2012
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| Online Access: | http://ndltd.ncl.edu.tw/handle/85984688940532281763 |