A STUDY ON THE EFFECTS OF SERVICE RECOVERY AND PERCEIVED JUSTICE ON CUSTOMER SATISFACTION AND REPURCHASE INTENTION─WITH THE HOTEL INDUSTRY AS AN EXAMPLE
碩士 === 大同大學 === 事業經營研究所 === 90 === Services often perform in the customer’s presence, so errors are inevitable. Customers often react strongly to service failures, so it is critical that an organization’s recovery efforts be equally strong and effective. According to the definition of Tax and Brown,...
| Main Authors: | , |
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2002
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| Online Access: | http://ndltd.ncl.edu.tw/handle/74996191114774442283 |