Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery

CHIA-CHI CHANG

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Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery

机译：选择，感知控制和客户满意度：在线服务恢复的心理

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Service failures and consequent recoveries have been identified as critical determinants of customer retention. Therefore, effective service recovery programs warrant further exploration, particularly in the online shopping environment, where consumers ca

机译：服务故障和随之而来的恢复已被确定为保留客户的关键因素。因此，有效的服务恢复计划值得进一步探索，尤其是在在线购物环境中，

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来源
《CyberPsychology & Behavior》 |2008年第3期|p.321-328|共8页
作者
CHIA-CHI CHANG;
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作者单位

Department of Management Science, National Chiao-Tung University, Taiwan, Republic of China;

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原文格式 PDF
正文语种 eng
中图分类心理学;
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1. Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery [J] . Chia-Chi Chang CyberPsychology & Behavior . 2008,第3期

机译：选择，感知控制和客户满意度：在线服务恢复的心理
2. Effect of service recovery on customers' perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites [J] . Na Young Jung, Yoo-Kyoung Seock Journal of retailing and consumer services . 2017,第JULa期

机译：服务恢复对在线购物网站上客户感知的正义，满意度和口碑意图的影响
3. Online Service Quality and Brand Equity: The Mediational Roles of Perceived Value and Customer Satisfaction [J] . AMJAD A. ABU ELSAMEN Journal of Internet Commerce . 2015,第1a4期

机译：在线服务质量和品牌资产：感知价值和客户满意度的中介作用
4. Customer Perceived Value, Perceived Justice, Perceived Quality and Satisfaction after Service Recovery [C] . Yi Wang, Rong Chen, Ping Zhao Wuhan International Conference on E-Business . 2007

机译：服务恢复后的客户感知价值，感知公正，感知质量和满意度
5. The effect of choice and perceived control on customer satisfaction: The psychology of service recovery. [D] . Chang, Chia-Chi. 2004

机译：选择和感知控制对客户满意度的影响：服务恢复的心理。
6. The impact of e-service quality and customer satisfaction on customer behavior in online shopping [O] . Paulo Rita, Tiago Oliveira, Almira Farisa 2019

机译：电子服务质量和客户满意度对在线购物中客户行为的影响
7. Role Of Locus On Control Customer Recovery Service Of Percieved Justice And Its Implication On Satisfaction With Recovery Services [O] . H.M. Thamrin, Priyo Susilo 2015

机译：基因座对控制客户恢复服务的作用及其对恢复服务满意度的含义

Choice, Perceived Control, and Customer Satisfaction: The Psychology of Online Service Recovery

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