Harrison-Walker, L.J. (2001) The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment as Potential An-tecedents. Journal of Service Research, 4, 60-75.

顾客参与对网络服务补救效果的影响：基于感知公平的视角
The Influence of Customer Participation on the Result of Network Service Recovery: From the Perspective of Perceived Justice

陈欣欣, 张 婷    国家社会科学基金支持

服务科学和管理Vol.9 No.1, 全文下载: PDF HTML XML DOI:10.12677/SSEM.2020.91001, December 12 2019

服务补救理论综述及战略意义探讨
Theoretical Introduction of Service Recovery and the Discussion of Its Strategical Significance

王增民, 胡 伟, 齐佳音    国家自然科学基金支持

服务科学和管理Vol.2 No.4, 全文下载: PDF HTML XML DOI:10.12677/SSEM.2013.24017, September 26 2013

重庆市基层公共卫生人员服务内容及服务能力研究
Research on the Service Content and Service Capability of Basic Public Health Service Personnel in Chongqing

邓 宇, 陈吉刚, 刘 峰, 刘治会    科研立项经费支持

服务科学和管理Vol.12 No.4, 全文下载: PDF HTML XML DOI:10.12677/SSEM.2023.124037, July 18 2023

人机混同客服中心服务资源投入决策研究
Research on Service Resource Input Decision-Making in Human-Machine Mixed Customer Service Centers

马 宁, 戴 韬   

服务科学和管理Vol.14 No.1, 全文下载: PDF XML DOI:10.12677/ssem.2025.141015, January 20 2025

基于WOS的负面口碑发展之路径分析
WOS-Based Path Analysis for the Development of Negative Word-of-Mouth

熊辉, 黄俊健, 梁培锋   

数据挖掘Vol.8 No.4, 全文下载: PDF HTML XML DOI:10.12677/HJDM.2018.84021, September 29 2018

基于SenticNet的电商客服对话细粒度情感波动分析
Fine-Grained Emotion Fluctuation Analysis of E-Commerce Customer Service Dialogues Based on SenticNet

朱陈云婧, 马 彪   

服务科学和管理Vol.14 No.1, 全文下载: PDF XML DOI:10.12677/ssem.2025.141004, January 8 2025