期刊文献+

负面在线评论的服务补救对顾客满意影响的实证研究 被引量:2

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摘要 近年来,网上零售业发展迅速,随之而来的负面在线评论也越来越影响网上零售业的竞争力。本文整合公平理论,用情景模拟实验的方法,对网上零售业负面在线评论的服务补救问题进行了全面系统的研究,分析了不同负面在线评论类型下,顾客对服务补救措施的评价并结合我国网上零售企业的运作实践提出了对策建议。
出处 《商业文化》 2015年第9期198-201,共4页 Business Culture
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参考文献14

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同被引文献29

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