基于感知价值的服务补救与顾客满意度关系研究-企业管理专业论文.docxVIP

基于感知价值的服务补救和顾客满意度关系研究 基于感知价值的服务补救和顾客满意度关系研究 河北工业大学硕士学位论文 河北工业大学硕士学位论文 PAGE PAGE iv iii iii RESEARCH ON THE RELATIONSHIP OF SERVICE RECOVERY AND CUSTOMER SATISFACTION BASED ON PERCEIVED VALUE ABSTRACT Since the 1980s,service industries gradually become the dominant industry of our countrys national economic development,with the fierce competition of the industry and the enhancement of customer service consciousness,increasing customer satisfaction become the important way to enhance service quality and keep customers.Because of the characteristics of the service,service mistakes cannot be av