Implementing multi-attribute utility theory in service recovery : an operational management perspective on online retailing

Yan Song, Yifan Xiu, Liping Zhou, Jingyuan Wang

Year of publication:	2024
Authors:	Song, Yan ; Xiu, Yifan ; Wang, Jingyuan
Subject:	Deep learning \| Multi-attribute utility theory \| Operational management perspective \| PRCA-Multi-attribute utility model \| Prioritization strategy \| Quantitative service recovery \| Service recovery evaluation strategy \| Beschwerdemanagement \| Complaint management \| Dienstleistungsqualität \| Service quality \| Nutzentheorie \| Utility theory \| Dienstleistungsmanagement \| Service management \| Nutzen \| Utility \| Beziehungsmarketing \| Relationship marketing \| Prozessmanagement \| Business process management \| Kundenzufriedenheit \| Customer satisfaction \| Kundenservice \| Customer service

freely available

Full text |

More access options

doi.org

Check Google Scholar

Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1016/j.jretconser.2024.103968 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10015116891

A service of the