Despite companies’ efforts to cultivate positive relationships with their consumers, negative relational episodes such as customer service failures are inevitable. This study examines how perceived...

中文翻译：

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良好友谊的代价：检验关系规范和感知可控性在服务失败遭遇中的作用

尽管公司努力与消费者建立积极的关系，但不可避免的负面关系事件，例如客户服务失败。这项研究探讨了如何感知...