A Study for the Influence of Customer Perceived Fairness from Service Recovery Strategies on Relationship Retention and the Moderating Effect of Prior Relationship
碩士 === 國立臺北大學 === 企業管理學系 === 101 === Service failure is an important and unavoidable subject in service industry. Prior studies argue that when confronting a service failure, if the customer can perceive fairness from the service recovery strategy, not only would they have higher satisfaction but wo...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2013
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| Online Access: | http://ndltd.ncl.edu.tw/handle/58y986 |