摘要: … and customers in efforts to achieve these three goals. Although … First, we review the importance of the service encounter and its … encounter satisfaction through effective service recovery. …
elsevier.com
springer.com
sagepub.com
sci-hub.se 参考文章(42)
Jeffrey F. Rayport, John J. Sviokla, Exploiting the virtual value chain Creating value in the network economy. pp. 35- 51 ,(1999)
Daniel Penrice, The obstacles to change Harvard Business Review. ,vol. 73, pp. 14- ,(1995)
Dwayne D. Gremler, Stephen W. Brown, The loyalty ripple effect International Journal of Service Industry Management. ,vol. 10, pp. 271- 293 ,(1999) , 10.1108/09564239910276872
Stephen S. Tax, Stephen W. Brown, Recovering and Learning from Service Failure Sloan Management Review. ,vol. 40, pp. 75- 88 ,(1998)
J L Heskett, W E Sasser, C W Hart, The profitable art of service recovery. Harvard Business Review. ,vol. 68, pp. 148- 156 ,(1990)
Jeffrey F. Rayport, J. J. Sviokla, Managing in the Marketspace ,(1994)
Richard L. Oliver, Satisfaction: A Behavioral Perspective On The Consumer ,(1996)
Don Peppers, Martha Rogers, Enterprise One to One: Tools for Competing in the Interactive Age ,(1996)
R Oliver, Customer delight: Foundations, findings, and managerial insight☆ Journal of Retailing. ,vol. 73, pp. 311- 336 ,(1997) , 10.1016/S0022-4359(97)90021-X
Philip Kotler, Ross Brennan, Gary Armstrong, Michael J. Harker, Marketing: An Introduction ,(1987)