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サービスの失敗と顧客行動との関係性の再検討 サービス・リカバリー研究の批判的考察
https://reitaku.repo.nii.ac.jp/records/1053
https://reitaku.repo.nii.ac.jp/records/1053fa368801-6ee4-4c89-8324-dbe4e4395584
名前 / ファイル | ライセンス | アクション |
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21-34_上元 (814.3 kB)
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Item type | 紀要論文 / Departmental Bulletin Paper(1) | |||||
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公開日 | 2018-03-14 | |||||
タイトル | ||||||
タイトル | サービスの失敗と顧客行動との関係性の再検討 サービス・リカバリー研究の批判的考察 | |||||
タイトル | ||||||
言語 | en | |||||
タイトル | A Reconsideration of Relationship between Service Failure and Negative Customer Behavior − A Critical Review of Service Recovery Studies | |||||
言語 | ||||||
言語 | jpn | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | サービス・リカバリー | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | サービスの失敗 | |||||
キーワード | ||||||
主題Scheme | Other | |||||
主題 | 顧客行動 | |||||
資源タイプ | ||||||
資源タイプ識別子 | http://purl.org/coar/resource_type/c_6501 | |||||
資源タイプ | departmental bulletin paper | |||||
著者名 |
上元, 亘
× 上元, 亘× 瀨良, 兼司 |
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著者名(英) |
Uémoto, Wataru
× Uémoto, Wataru× Sera, Keiji |
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抄録 | ||||||
内容記述タイプ | Abstract | |||||
内容記述 | Different from the production of goods, the production of services pertains high degree of human labors and interactions. Since this characteristic sometimes can cause the service failure, which leads to customer dissatisfaction or customer defection, prior researches have insisted that companies and employees should deal with this as the service recovery. On the other hand, research topics about the relationship between the service failure and customer behavior has not yet been investigated enough, because prior researches focused mostly on the service recovery studies. This study submitted the theoretical issues about the relationship between the service failure and customer behavior by reviewing prior researches on service failure. |
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書誌情報 |
麗澤学際ジャーナル en : Reitaku Journal of Interdisciplinary Studies 巻 26, p. 21-34, 発行日 2018-03-10 |
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出版者 | ||||||
出版者 | 麗澤大学経済学会 | |||||
ISSN | ||||||
収録物識別子タイプ | ISSN | |||||
収録物識別子 | 2189-5333 |