组织服务失败对客户针对员工行为意向的影响

[1] 产品伤害危机中的消费者感知危害及其影响 [J]. 工业工程与管理, 2012, 17 (06) : 66 - 71+82

[2] 快递服务失误补救对顾客再购买意愿影响研究 [J]. 工业工程与管理, 2012, 17 (04) : 96 - 100

[3] 建筑施工企业顾客满意度模型实证分析 [J]. 工业工程与管理, 2007, (01) : 68 - 72

[4] Lay Rationalism: Individual Differences in Using Reason Versus Feelings to Guide Decisions[J] . Journal of Marketing Research . 2015 (1)

[5] Severe service failure recovery revisited: Evidence of its determinants in an emerging market context[J] . Livia L. Barakat,Jase R. Ramsey,Melanie P. Lorenz,Marlusa Gosling.International Journal of Research in Marketing . 2014

[6] How customers cope with service failure? A study of brand reputation and customer satisfaction[J] . Aditi Sarkar Sengupta,M.S. Balaji,Balaji C. Krishnan.Journal of Business Research . 2014

[7] Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility[J] . Silke Bambauer-Sachse,Landisoa Rabeson.Journal of Retailing and Consumer Services . 2014

[8] A scenario-based experiment and a field study: A comparative examination for service failure and recovery[J] . Jong-Hyeong Kim,SooCheong (Shawn) Jang.International Journal of Hospitality Management . 2014

[9] Service Failure Magnitude and Paradox: A Banking Perspective[J] . Shuchi Singhal,Anupam Krishna,Davis Lazarus.Journal of Relationship Marketing . 2013 (3)

[10] Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type[J] . Jiraporn Surachartkumtonkun,Paul G. Patterson,Janet R. McColl-Kennedy.Journal of Retailing . 2012

[1] 产品伤害危机中的消费者感知危害及其影响 [J]. 工业工程与管理, 2012, 17 (06) : 66 - 71+82

[2] 快递服务失误补救对顾客再购买意愿影响研究 [J]. 工业工程与管理, 2012, 17 (04) : 96 - 100

[3] 建筑施工企业顾客满意度模型实证分析 [J]. 工业工程与管理, 2007, (01) : 68 - 72

[4] Lay Rationalism: Individual Differences in Using Reason Versus Feelings to Guide Decisions[J] . Journal of Marketing Research . 2015 (1)

[5] Severe service failure recovery revisited: Evidence of its determinants in an emerging market context[J] . Livia L. Barakat,Jase R. Ramsey,Melanie P. Lorenz,Marlusa Gosling.International Journal of Research in Marketing . 2014

[6] How customers cope with service failure? A study of brand reputation and customer satisfaction[J] . Aditi Sarkar Sengupta,M.S. Balaji,Balaji C. Krishnan.Journal of Business Research . 2014

[7] Determining adequate tangible compensation in service recovery processes for developed and developing countries: The role of severity and responsibility[J] . Silke Bambauer-Sachse,Landisoa Rabeson.Journal of Retailing and Consumer Services . 2014

[8] A scenario-based experiment and a field study: A comparative examination for service failure and recovery[J] . Jong-Hyeong Kim,SooCheong (Shawn) Jang.International Journal of Hospitality Management . 2014

[9] Service Failure Magnitude and Paradox: A Banking Perspective[J] . Shuchi Singhal,Anupam Krishna,Davis Lazarus.Journal of Relationship Marketing . 2013 (3)

[10] Customer Rage Back-Story: Linking Needs-Based Cognitive Appraisal to Service Failure Type[J] . Jiraporn Surachartkumtonkun,Paul G. Patterson,Janet R. McColl-Kennedy.Journal of Retailing . 2012