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
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|---|---|
| Authors: | Song, Yan ; Xiu, Yifan ; Wang, Jingyuan |
| Published in: |
Journal of retailing and consumer services. - Amsterdam : Elsevier Science, ISSN 0969-6989, ZDB-ID 2020784-0. - Vol. 81.2024, Art.-No. 103968, p. 1-11
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| 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 |
| 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