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    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/69941

    Title: 一鳥在手?二鳥在林?影響抉擇的因素為何?;A Birds in the Hand? Two Birds in the Bush? What Do Factors Influence Decisions?
    Authors: 林建煌
    Contributors: 企業管理學系
    Keywords: 服務失誤;服務補救;行銷活動;顧客失誤;決策者;風險性決策;service failure;service recovery;marketing activity;customer failure;decision maker;risk-taking decision;工業工程;管理科學
    Date: 2016-03-29
    Issue Date: 2016-03-30 10:28:30 (UTC+8)
    Publisher: 科技部
    Abstract: 服務失誤是在服務產業中常見到的現象之一,在過去的文獻中,也探討了許多關於服務失誤後,服務補救所帶來的消費者行為。往往服務補救的議題所探討的是實質層面及心理層面補償後所帶來的效益,甚至是探討補救對企業所帶來的衝擊。鮮少將研究著重在消費者對於實質補償的選擇。然而,本研究亦發現大多過去的研究著重在於探討服務失誤,鮮少有研究將焦點放在顧客失誤的層面,因此,本研究認為顧客失誤這是一個相當有趣的議題,並在本計畫中來進行探討。此外,決策者的類型對於冒風險決策的影響在過去的文獻中也鮮少探討,因此,本研究亦將決策者的類型列;Service failure is a common phenomenon in the service industry. Most of previous researches have examined service recovery in consumer behavior after occurring service failures. In previous research, most of service recovery issues have explored the effec;研究期間:10408~10507
    Relation: 財團法人國家實驗研究院科技政策研究與資訊中心
    Appears in Collections:[企業管理學系] 研究計畫

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