道歉承诺类管理反馈策略对顾客二次满意度的影响——基于顾客多样情绪调节效应
郭晓姝, 张焱, 徐健
Impact on Customers' Secondary Satisfaction by Apology with Assurance Management Response Strategy: Under the Moderating Eeffect of Consumers' Diverse Emotions
GUO Xiao-shu, ZHANG Yan, XU Jian
中国管理科学
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2021, (2): 217
-227
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DOI: 10.16381/j.cnki.issn1003-207x.2021.02.023