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關於服務失敗嚴重性, 抱怨處理滿意度, 與轉換意圖 關係中抱怨行為和轉換成本所起的調節作用研究

Author
박성규
Journal Title
유통물류연구
Publication Year
2022

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關於線上購物網站的服務失敗嚴重性,顧客抱怨處理滿意度 與轉換意圖關係中信任所起的媒介效果的研究

박성규 · 2019

지역산업연구

Measuring the intention-behavior gap in service failure and recovery: the moderating roles of failure severity and service recovery satisfaction

de Mesquita J.M.C.,Shin H.,Urdan A.T.,Pimenta M.T.C. · 2023

European Journal of Marketing

서비스품질, 고객만족, 전환비용, 전환장벽 및 전환의도 간의 구조적 관계 연구 -이동통신 서비스를 중심으로-

박성규 · 2026

유통물류연구

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