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服务补救时机选择的研究述评 被引量:10

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摘要 本文作者在服务补救领域提出延迟补救的概念,并从实践、理论到认知,对延迟补救在服务补救情境中的重要作用进行了缜密的推导。研究紧贴国际前沿,为重新认识服务补救提供了新的视角。
出处 《管理世界》 CSSCI 北大核心 2013年第4期184-185,共2页 Journal of Management World
基金 国家自然科学基金(补救时机与策略的匹配性原创模型研究 批准号:71072169)的阶段性成果
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参考文献12

  • 1Amir, On. and Arily, Dan, 2007, "Decisions by Rules: The Case of Unwillingness to Pay for Beneficial Delays", Journal of Market- ing Research, XLIV (February), pp.142-152.
  • 2Carolyn Bonifield, Catherine A. Cole, 2008, "Better him than me : Social Comparison Theory and Service Recovery", Journal of the Academy of Marketing Science, Vol. 36 Iss : 4, pp.268-275.
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二级参考文献23

  • 1吴蔚,孔克勤.认知科学对人格与情绪关系的研究[J].心理科学,2002,25(4):450-452. 被引量:9
  • 2张卫东.应对量表(COPE)测评维度结构研究[J].心理学报,2001,33(1):55-62. 被引量:45
  • 3Amir, On. and Arily, Dan, 2007, "Decisions by Rules: The Case of Unwillingness to Pay for Beneficial Delays", Journal of Marketing Research, XLIV (February), pp.142- 152.
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  • 10Iacobucci, D., Ostrom, A., 1993, "'Gender Differences in the Impact of Core and Relational Aspects of Services on the Evaluation of Services Encounters", Journal of Consumer Psychology, 2(3), pp.257- 286.

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