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营销科学学报
服务补救后隐喻性安抚策略对顾客宽恕行为意愿影响研究
胥兴安, 蔡仁立, 杜建刚, 文娜娟
Research on the Impact of Metaphorical Comfort Strategy after Service Recovery on Customer Forgiveness Behavior Intention
Xu Xing'An, Cal Renli, Du Jiangang, Wen Najuan
营销科学学报 . 2025, (3): 46 -65 .