研究结论为企业促进顾客的直接抱怨行为、减少购买抵制和负面口碑提供了借鉴。
The results indicate that the firms should encourage the customers to make complaints, which may reduce buying boycotts and negative word-of-mouth effects from the buyers.
本文的研究主题是高档商务饭店顾客抱怨处理公平性与顾客行为意向的关系。
This thesis is about the relationship between justice of complaint-handling and customer behavioral intentions.
通过对205位顾客的实证分析，检验了各个因素对游客抱怨行为反应方式的影响效应。
Through empirical analysis of 205 customers, it examines the various factors on the reaction of ways responding to tourists "complaints."
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