科技广场Issue(12)：233-238,6.
顾客抱怨行为影响因素研究述评
Research Review on Influence Factor of Customer Complaint Behavior
熊文彦1
作者信息
- 1. 江西财经大学工商管理学院，江西南昌330013
- 折叠
摘要
Abstract
Customer complaint is an important topic in consumer behavior research. To understand the rea-sons for complaining and behavior contribute to remedial services, reduce turnovers and improve the competitive-ness of enterprises. This paper reviews research papers home and abroad on customer complaints, including the connotation, classification and effects.关键词
服务失败/顾客不满/顾客抱怨Key words
Service Failure/Customer Dissatisfaction/Customer Complaints分类
管理科学引用本文复制引用
熊文彦..顾客抱怨行为影响因素研究述评[J].科技广场,2013,(12):233-238,6.
