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題名:機械式及有機式補救機制對補救績效之影響:以線上購物業者為例
書刊名:電子商務學報
作者:李家瑩 引用關係李國瑋 引用關係吳綾娟
作者(外文):Li, Chia-yingLee, Kuo-weiWu, Ling-chuan
出版日期:2014
卷期:16:3
頁次:頁277-307
主題關鍵詞:機械式服務補救機制有機式服務補救機制補救效能補救問責補救績效Mechanistic service recovery mechanismsOrganic service recovery mechanismsRecovery efficiencyRecovery accountabilityRecovery performance
原始連結:連回原系統網址new window
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  • 點閱點閱:76
期刊論文
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5.Smith, J. S.、Fox, G. L.、Ramirez, E.(2009)。An integrated perspective of service recovery:A sociotechnical systems approach。Journal of Service Research,13(4),439-452。  new window
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7.Holloway, Betsy B.、Beatty, Sharon E.(2003)。Service Failure in Online Retailing: A Recovery Opportunity。Journal of Service Research,6(1),92-105。  new window
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38.Mattila, M. L.、Jussila, K.、Kuusikko, S.、Kielinen, M.(2009)。When does the Autism Spectrum Screening Questionnaire (ASSQ) predict autism spectrum disorders in primary school-aged children?。European Child and Adolescent Psychiatry,18(8),499-509。  new window
39.Michel, S.、Bowen, D.、Johnston, R.(2009)。Why service recovery fails: Tensions among customer, employee, and process perspectives。Journal of Service Management,20(3),253-272。  new window
40.Robinson, L.、Neeley, S. E.、Williamson, K.(2011)。Implementing service recovery through customer relationship management: Identifying the antecedents。The Journal of Services Marketing,25(2),90-100。  new window
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55.Davidow, Moshe(2003)。Organizational Responses to Customer Complaints: What Works and What Doesn't。Journal of Service Research,5(3),225-250。  new window
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