Service Failure and Recovery of Public Sector –A Case Study of Taiwan Railway Administration
碩士 === 大葉大學 === 人力資源暨公共關係學系碩士在職專班 === 97 === This research collected 23 instances that customers anger for service of Taiwan railway. By the negative affect produced from customers service encounters process, we use Subjective Sequential Incidents Technique (SSIT) to carry out service failure track...
| Main Authors: | , |
|---|---|
| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2009
|
| Online Access: | http://ndltd.ncl.edu.tw/handle/81955282857100632550 |