摘要
本文通过对顾客公平感知对顾客抱怨满意的影响分析,提出企业可以通过形成以顾客公平感知为导向的抱怨处理环境,以有效提高抱怨处理质量,进而提高顾客对抱怨处理的公平评价,达到顾客抱怨满意,甚至顾客忠诚。
This paper first analyzes the influence of customer perceived justice on customer complaint, then proposes corporation to build effective method about customer complaint based on the customer perceived justice in order to improve the quality of disposing customer complaint and customer loyalty.
出处
《黑龙江对外经贸》
2008年第2期104-105,共2页
Heilongjiang Foreign Economic Relations and Trade
关键词
抱怨处理
抱怨环境
公平感知
complaint disposal
complaint environment
customer perceived justice
