顾客感知的“服务失败”及其“服务补偿”关系研究

岳英,万映红, 曹小鹏

Customer Perceived Service Failure and Compensation Expectation: Taking Chinese Catering Industry as the Background

YUE Ying,WAN Yinghong,CAO Xiaopeng

J4 . 2014, (6): 876 .