款待
服务补救
忠诚
功率(物理)
授权
业务
土耳其
营销
服务(商务)
酒店业
霍夫斯泰德的文化维度理论
客户保留
心理学
社会心理学
政治学
经济
服务质量
旅游
经济增长
物理
量子力学
法学
语言学
哲学
标识
DOI:10.1080/09585192.2013.778319
摘要
This study explores the influence of power distance in a relatively high power distance culture (Turkish) and a relatively low power distance culture (British) from the viewpoint of the expressions used by subordinates when communicating with their superiors in situations of service crises and recovery. The findings suggest that in Turkey subordinates use much more mitigated and indirect expressions when faced with service crises which may lead delays in the identification and solving of customer problems. This, in turn, is believed to cause a failure in the formation of customer loyalty and an increase in the customer switching behaviour.
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