關鍵字查詢 | 類別:期刊論文 | | 關鍵字:A Dynamic Model of Service Recovery

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1 99/2 資管系 解燕豪 副教授 期刊論文 發佈 A Dynamic Model of Service Recovery , [99-2] :A Dynamic Model of Service Recovery期刊論文A Dynamic Model of Service RecoveryHsieh, Yen-Hao淡江大學資訊管理學系Service Science; Service Failure; Service Recovery; System DynamicsGyeongju-si: Advanced Institute of Convergence I TJournal of Convergence Information Technology 6(10), pp.391-400In the era of experience economy, the service industry becomes more and more important around the world. Delivering appropriate services to customers is an important issue for service firms. Hence, High quality services have to be considered critical factors (e.g., service operations, customer needs, service resources or service performance). Furthermore, service firms need to satisfy customers to maintain the long term customer relationship for high business profitability. That is, to achieve high customer satisfaction has been an important topic while delivering services to customers. Service failures are the main cause to influence customer satisfaction. Consequently, establishing a suitable service recovery m
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