服務失誤

服務補救不一致、服務補救後滿意度與消費者後續行為意圖之關係研究 / by: (Language materials, printed)

服務失誤之補救效益與補救矛盾現象之探討 = = The Studies of Recovery Effectiveness on Service Failures and Recovery Paradox / by: (Language materials, printed)

顧客滿意失驗下之轉換意圖前置因素之研究 = = The Study of the Antecedents of Switching Intention under Discomfirmations of Customer Satisfaction / by: (Language materials, printed)

服務失誤、服務補救及補救結果之探討 = = The Research on service failure, service recovery and recovery result : A Case study of T corporation’s expense saves service for internet phone on voice over IP system : 以T公司網路電話節費服務為例 / by: (Language materials, printed)

失誤歸因

服務補救不一致

failure attribution

service failure

服務補救滿意度

service recovery

尋求多樣化

補救弔詭

服務事件重要性

服務補救

顧客忠誠度

customer loyalty

service recovery satisfaction

服務補救期望

顧客抱怨行為

customer compliant behavior

service recovery disconfirmation

再購意願

轉換意圖

失誤嚴重性

整體滿意/不滿意

服務態度

problem severity

口語傳播

補救矛盾現象

失驗

轉換成本

服務失誤

服務補救績效

service criticality

service recovery expectation