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顾客服务补救预期的影响因素研究

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摘要 本文通过实证研究分析了服务失败的严重性、失败归因以及失败的可控性等三个变量对顾客服务补救预期水平的影响,发现这三个变量对顾客补救预期水平的高低均有显著影响。只有当服务补救超出了顾客的期望,才能消除服务失败留给顾客的不良影响,能有效的防止顾客流失。
出处 《湖南农业大学学报(社会科学版.素质教育研究)》 2007年第3期25-27,共3页 Journal of Hunan Agricultural University(Social Science)
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