Macham, J.G. and Netemeyer, R.G. (2002) A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts. Journal of Marketing, 66, 57-71.

服务补救理论综述及战略意义探讨
Theoretical Introduction of Service Recovery and the Discussion of Its Strategical Significance

王增民, 胡 伟, 齐佳音    国家自然科学基金支持

服务科学和管理Vol.2 No.4, 全文下载: PDF HTML XML DOI:10.12677/SSEM.2013.24017, September 26 2013

顾客间互动对顾客公民行为的影响研究
The Research on the Influence of Customer-to-Customer Interaction on Customer Citizenship Behavior

杜喻东, 刘洪深   

现代市场营销Vol.7 No.3, 全文下载: PDF HTML XML DOI:10.12677/MOM.2017.73010, August 24 2017

顾客参与对网络服务补救效果的影响：基于感知公平的视角
The Influence of Customer Participation on the Result of Network Service Recovery: From the Perspective of Perceived Justice

陈欣欣, 张 婷    国家社会科学基金支持

服务科学和管理Vol.9 No.1, 全文下载: PDF HTML XML DOI:10.12677/SSEM.2020.91001, December 12 2019

供应商能力营销的方式—基于客户推荐的视角
How Suppliers Marketing Their Competence to Customers—From the Perspective of Customer Reference

刘石兰, 叶 娜    国家科技经费支持

现代市场营销Vol.5 No.2, 全文下载: PDF HTML XML DOI:10.12677/MOM.2015.52003, May 19 2015

关系规范与服务补救类型对消费者宽恕意愿的影响研究
Research on the Influence of Relationship Norms and Service Recovery Types on Consumer Forgiveness

张静静, 陈驰茵   

服务科学和管理Vol.13 No.2, 全文下载: PDF HTML XML DOI:10.12677/ssem.2024.132030, March 31 2024

制造业市场营销竞争优先权无形要素评价
Evaluation of Intangible Factors of Marketing Competitive Priorities in Manufacturing Industry

刘希宋, 曹 霞, 邢泽宇   

现代市场营销Vol.7 No.1, 全文下载: PDF HTML XML DOI:10.12677/MOM.2017.71003, February 17 2017