【摘要】 探讨了顾客投诉处理评定的复杂标准;论述了顾客对投诉处理的满意度和顾客体验相互作用的竞争理论;说明了投诉处理令顾客满意的重要意义。更多还原

【Abstract】 This study reveals how customers evaluate complaint handing experiences with firms,and the complex criteria customers using to assess complaint handing efforts.We develop and test competing hypotheses regarding the interplay between satisfaction with complaint handing and prior experience.Results support the View that complaint handing is crucial to customer satisfaction.更多还原