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The study tries to discuss customers' perception of unfairness by applying critical incident technique. 本研究運(yùn)用關(guān)鍵事件法探討顧客感知的服務(wù)不公平性問(wèn)題。
To explore the possible costs and barriers of patients switching medical service by using critical incident technique. 作爲(wèi)一種定性研究方法，關(guān)鍵事件技術(shù)特別適用於理論發(fā)展和琯理有傚性等研究目的。
This paper uses CIT(critical incident technique)to examine how the service failure and recovery affect customer satisfaction and word of mouth. 本文利用關(guān)鍵事件分析法對(duì)餐飲業(yè)的服務(wù)失敗與補(bǔ)救戰(zhàn)略進(jìn)行了研究。