Research of service recovery quality based on perceived justice

被引：0

作者：

Li, X ^{[1
]}

Yu, B ^{[1
]}

机构：

[1] Harbin Inst Technol, Sch Management, Harbin 150001, Peoples R China

来源：

Proceedings of the 2005 International Conference on Management Science & Engineering (12th), Vols 1- 3 | 2005年

关键词：

service; service recovery; service recovery quality; perceived justice;

D O I：

暂无

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This thesis focuses on the research of service recovery quality based on perceived justice. First, it proposes the concept and characters of service recovery quality according to service quality concept. And then, the thesis discusses customer's perception to service recovery quality and the research of service recovery quality based on perceived justice.

引用

页码：1222 / 1226

页数：5

共 4 条

[1]

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Maxham, JG ;

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[3] Service recovery's influence on consumer satisfaction, positive word-of-mouth, and purchase intentions [J].

Maxham, JG .

JOURNAL OF BUSINESS RESEARCH, 2001, 54 (01) :11-24

[4]

ZEITHAM IV, 1988, J MARKETING, V52, P36

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