Customer satisfaction with service recovery
Customer satisfaction with service recovery
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DOI：
10.1016/j.jbusres.2008.11.001
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发表时间：
2009-11
影响因子：
11.3
通讯作者：
A. Gustafsson
中科院分区：
文献类型：
--
作者：
A. Gustafsson
这篇评论是关于文章《对服务恢复的满意度：感知到的正义和情绪反应》(里约-兰扎、巴斯克斯-卡西列尔和迪亚兹-马丁，本期)。从来没有像今天这样多的服务被购买、出售和消费。今天的竞争是激烈的。越来越多的服务包括技术组件，这可能会限制客户/员工的联系，并使服务更加复杂。因此，留住客户成为一个非常相关的问题，这使得力拓-兰扎等人的S研究变得重要。服务管理的研究人员对服务恢复进行了大量研究。本文描述了与服务恢复相关的客户满意度研究的一些一般趋势以及力拓-兰扎等人的贡献。S的贡献。
This commentary is about the article, “Satisfaction with Service Recovery: Perceived Justice and Emotional Responses” (Rio-Lanza, Vázquez-Casielles, and Diaz-Martin, this issue). Never before have so many services been bought, sold, and consumed as they are today. Competition today is fierce. More and more services include a technology component that may limit customer/employee contacts and make services more complex. Retaining customers, therefore, becomes a very relevant issue that makes Rio-Lanza et al.'s research important. Researchers in service management have studied service recovery considerably. This article describes some of the general trends in research about customer satisfaction in connection to service recovery as well as Rio-Lanza et al.'s contribution.