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顾客不当行为管理策略初探

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摘要 顾客不当行为日趋恶化和蔓延,给顾客、员工及企业都造成严重负面影响。以往研究主要致力于阐释顾客不当行为的内涵及分类、影响因素和作用结果,而缺乏对其管理策略的探讨。本文从危机管理的角度出发,构建一个事前、事中、事后的顾客不当行为管理框架,以期为企业实践提供参考。
作者 邹锐
出处 《商情》 2013年第21期115-115,117,共2页
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参考文献2

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二级参考文献19

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