The Link between Hospital Service Failure and Complain Behavior: Moderating Effects of Prior Complain Experience and Transaction Frequency
| Autor: | Hung-Ru Chen, 陳弘如 |
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| Rok vydání: | 2012 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 It is not completely avoid the generation of service failure for services industries. When service failure was occurs, some customers will generate complaints and complaint behavior intentions, some are not. What are the moderating factors to influence the behavior of service failure and complaining about relevance? In this study, previous complain experiences and transactional frequency are used to explore the relationships between service failure and complaint behaviors. A total of 119 customers were surveyed from one regional hospital. Research methods include factor analysis, reliability and validity analysis and regression analysis. Based on the findings of this study, the study presents to practitioners and academics on the proposal |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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