• 不 限
  • 期刊论文
  • 硕博论文
  • 会议论文
  • 报 纸
  • 英文论文
  2. 您的位置
  3. 首页
  4. 会议论文
  5. The Value of Process and Efforts:Implicit Theories and Customers' Satisfaction with Service Rec

The Value of Process and Efforts:Implicit Theories and Customers' Satisfaction with Service Rec

来源 :华人学者营销协会,对外经济贸易大学 | 被引量 : 0次 | 上传用户：fdghghjhghjjh
【摘 要】
：
Mistakes in service are inevitable due to its people-based nature.Therefore,service recovery has been found necessary in improving customer satisfaction and maintaining the buyer-seller relationship f
【作 者】
：
Xiaoyan Liu Shaobo Li Elison Lim 
【机 构】
：
Southwestern University of Finance and Economics
【出 处】
：
华人学者营销协会,对外经济贸易大学
【发表日期】
：
2017年6期
【关键词】
：
Service Recovery Implicit Theory Distributive Justice Interactional Justice 
下载到本地 , 更方便阅读
下载此文 赞助VIP
声明 : 本文档内容版权归属内容提供方 , 如果您对本文有版权争议 , 可与客服联系进行内容授权或下架
论文部分内容阅读
　　Mistakes in service are inevitable due to its people-based nature.Therefore,service recovery has been found necessary in improving customer satisfaction and maintaining the buyer-seller relationship for almost all service firms.In the current research,we propose and test how individual implicit theories about the stability or malleability of personal characteristics impact customers overall recovery satisfaction and re-patronage intention.
其他文献
Brand Social Power:Its measurement and Effect on Counterfeit Luxury Consumption
Perceived power has always been an important construct for understanding the human nature in general,and purchasing behavior in particular.Based on the social influence theory,this study extends the p
会议
PowerBrand social powerluxury counterfeitscale validation
Consumer engagement:Conceptualization and Empirical Evidence from Mobile Money Services in Ghana
Reaching a demographically dispersed consumer base and offering them formal banking services have always presented a significant challenge for the banking industry.In order to reach unbanked and under
会议
Mobile MoneyBranchless BankingConsumer EngagementGhana
Cross-cultural differences and mobile apps adoption:a case study of Zapya
In less than in a generation,mobile applications market has emerged and expanded rapidly,revolutionizing the entire landscape of e-commerce.Widely accepted in some markets,mobile apps can be less acce
会议
National cultureCultural dimensions theoryMobile apps adoption
Differential Impacts of Two-dimensional Capability Ambidexterity on Technological Innovation Modes
Technological capability and marketing capability have different origins and functions to firm innovation and performance.Their match and combination is a type of ambidexterity,called capability ambid
会议
capability ambidexteritytechnological capabilitymarketing capabilityradical i
Effects of Brand Image,Brand Love and Self-congruity on Electronic Word-of-mouth:An Example of Fashi
Electronic word-of-mouth(e-WOM)has been demonstrated as a key predictor of brand awareness and consumption choice in the context of online purchasing.The purpose of this work is to examine the impacts
会议
Electronic WOMBrand ImageBrand LoveBrand Self-congruityFashion Brands
Effects of media multitasking on consumer decision making in online shopping environments:A priming
Consumers use of the Internet makes the lines between work、leisure、entertainment and shopping become blurred.Peoples trying to squeeze their time to complete different activities each day has forced t
会议
Media MultitaskingOnline shopping decisionPriming effectinvolvementtemporal
Entry,Span and Interval of Opinion Leaders' eWOM
Companies have become more interested in using electronic word of mouth(eWOM)as an important means for marketing communications that affects decisions of consumers in a highly connected world through
会议
Exploring service failure factors of hospitals based on a perspective of medical Quality Control Cir
The primary objective of this study is to explore the type of service failure factors of hospitals.The research model is developed from a two-dimensional matrix constructed by service failure type(hum
会议
Service failureMedical service qualityQualitative researchHQICQCC
Exploring the trust mechanism of business model of sharing platforms
With popularize in business platform,sharing economy has been emerging by the factor of the economic recessions,the rise of environmental awareness,the progress of network technique,community media po
会议
Sharing economySharing platformTrust mechanismAirbnbUber
How Merchandising Programs of Individual Products Affect Consumer Spending in Retail Formats:A Multi
The rise of the value-oriented retail formats makes the market for frequently purchased products even more competitive.Their growth is largely due to the overlap of product offerings at different reta
会议
Multiple Retail FormatsIndividual ProductsSpendingMultivariate Tobit