Contextual Influences＂ Online Service Failure and Recovery Strategies
Contextual Influences＂ Online Service Failure and Recovery Strategies
关键词
恢复策略
服务失误
网络
发展中国家
服务故障
语境
营销人员
客户服务
online service failure, recovery strategy, recovery expectations, customer satisfaction, post-recovery behaviour, failure-recovery process
参考文献37
-
1Argo, J. J., White, K., & Dahl, D. W. (2006). Social comparison theory and deception in the interpersonal exchange of consumption information. Journal of Consumer Research, 33, 99-108.
-
2Azemi, Y., & Ozuem, W. (2015). Social media and SMEs in transition countries. In G. Bowen and W. Ozuem iEds.), Computer-mediated marketing strategies: Social media and online brand communities (pp. 114-133). Hershey, PA: IGI Global.
-
3Bell, C. R., & Zemke, R. E. (1987). Service breakdown the road to recovery. Management Review, 76, 32-35.
-
4Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54, 71-84.
-
5Bonifield, C., & Cole, C. A. (2008). Better him than me: Social comparison theory and service recovery. Journal of the Academy of Marketing Science, 36, 565-577.
-
6Bougie, R., Pieters, R., & Zeelenberg, M. (2003). Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in services. Journal of the Academy of Marketing Science, 31, 377-393.
-
7Casado-Diaz, A. B., & Nicolau-Gonzalbez, J. L. (2009). Explaining consumer complaining behavior in double deviation scenarios The banking services. The Service Industries Journal, 29, 1659-1668.
-
8Choi, S., & Mattila, A. S. (2008). Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61, 24-30.
-
9Chuang, S. C., Cheng, Y. H., Chang, C. J., & Yang, S. W. (2012). The effect of service failure types and service recovery on customer satisfaction: A mental accounting perspective. The Service Industries Journal, 32, 257-271.
-
10Craighead, C. W., Karwan, K. R., & Miller, J. L. (2004). The effects of severity of failure and customer loyalty on service recovery strategies. Production and Operations Management, 13, 307-321.
-
1杨锦川.局域网WEB服务故障一例[J].中国计算机用户,2000(14):81-81.
-
2114[J].计算机应用文摘,2006(26):116-116.
-
3黄玉平,兰支富.打印系统服务故障新花样[J].网管员世界,2010(5):104-104.
-
4俞木发.当打印机遭遇“服务故障”[J].电脑应用文萃,2005(4):22-22.
-
5李贵华.排除IPSec服务故障[J].网络运维与管理,2013(17):109-110.
-
6王成义.IE冲突引发的网银服务故障[J].电脑爱好者,2015,0(1):33-33.
-
7王宁,孙树栋,蔡志强,敬昊.基于.NET架构的设备故障事务管理系统的设计与实现[J].现代制造工程,2007(2):22-25. 被引量：2
-
8王文,崔鹏帅,李强.网络服务故障管理系统设计与实现[J].计算机与现代化,2013(5):112-116. 被引量：1
-
9上网无忧自己判断DNS服务故障[J].电脑爱好者（普及版）,2011(A01):142-142.
-
10任丽娟.检测DNS服务故障[J].网管员世界,2007(20):77-77.
