Service recovery: Impact on satisfaction and intentions
Service recovery: Impact on satisfaction and intentions
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DOI：
10.1108/08876049510079853
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发表时间：
1995-03
影响因子：
3.9
通讯作者：
Richard A. Spreng;G. Harrell;R. Mackoy
中科院分区：
文献类型：
--
作者：
Richard A. Spreng;G. Harrell;R. Mackoy
考察服务恢复在确定总体满意度和行为意图方面的相对重要性。建议包括实施服务恢复计划和鼓励不满意的客户投诉。
Examines the relative importance of service recovery in determining overall satisfaction and behavioral intentions. Recommendations include suggestions for implementing a service recovery program and for encouraging dissatisfied customers to complain.