Bewertung der Kundenwahrnehmung in Bezug auf Dienstausfall und Wiederherstellung
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Daher ist die Erforschung der Begegnungen zwischen Kunden und Dienstleistern, die zu Dienstleistungsfehlern führen, sehr wichtig, um die Dissonanz bei den Kunden zu verringern. Da Dienstleistungsausfälle in der Dienstleistungsbranche unvermeidlich sind, ist die Wiederherstellung von Dienstleistungen ein wichtiger Weg, um zu verhindern, dass Kunden zu einem anderen Wettbewerber wechseln und negative Mundpropaganda betreiben, und um auch die damit verbundenen Kosten zu senken.
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£27.18
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