An Exploratory Study of Service Recovery, Justice Perception, and Post-complaint Behavior
碩士 === 國立成功大學 === 企業管理學系碩博士班 === 93 === The study applied the Critical Technique Incident method and content analysis to categorize service failure incidents, service recovery strategies, and justice perception. Previous consumer complaint behavior studies were used as a base for developing concept...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2006
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| Online Access: | http://ndltd.ncl.edu.tw/handle/09748329953825271994 |