Forgive Your Failures How the customer-organization relationship benefits for the service recovery?
Although there is general agreement with the importance of high quality customer-organization relationships, there is no consistent evidence as to how the customerorganization relationship affects customers attitudes and behaviors after a service failure and recovery. This paper investigates the moderation effect of the service recovery condition on the relationship between customer-organization relationships and the effect of service recovery. The empirical result shows that strong relationships may provide a sort of protection which will benefit the service providers after a service failure.
Qiong Yu Xiaoyun Xie
School of Management Zhejiang University Hangzhou, China
国际会议
International Conference on Management and Service Science(2011年第五届管理与服务科学国际会议 MASS 2011)
武汉
英文
1-3
2011-08-12（万方平台首次上网日期，不代表论文的发表时间）