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基于服务补救的快递企业服务质量提升研究[J].pdf

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救研究 2007(10)Р5.Kelley S W;Davis M A Antecedents to Customer Expectations for Service Recovery 1994(01)Р6.郑绍成服务失误、服务补救与购买意图之研究 1999(25)Р7.Parasuramaan A;Zeithaml V A;Berry L L A Conceptual Model of Service Quality and Its ImplicationsРfor Future Research 1985(Fall)Р8.Bitner M J Evaluating service encounters:The effects of physical surroundings and employeeРresponse[外文期刊] 1990(02)Р9.Gilly M C plaint processes:anizational response to repurchase behavior[外文期刊]Р1987(02)Р10.Jones TO;Sasser W E Jr Why satisfied customers defect 1995(06)Р11.邱忠斌;牟新利新概念释读:服务补救 1998(02)Р12.Smith A K;Bolton R N;Wagner J A model of customer satisfaction with service encounters involvingРfailure and recovery 1999(08)Р13.郑绍成服务业服务失误、挽回服务与顾客反应之研究 1997Р14.张艳去年快递丢件投诉占三成 2011Р Р Р本文链接:http://d.g./Periodical_wljs201103002.aspx

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