不同服务失误情境下顾客自我威胁感知对抱怨动机的影响——自我监控的调节作用
The effect of customer's self-threats perception on complaining intention in the context of service failure: the moderating role of self-monitoring

DOI: 10.11835/j.issn.1008-5831.jg.2019.03.003

Keywords: 服务失误 自我概念 自我威胁 自我监控 顾客抱怨动机
service failures self-concepts self-threats perception self-monitoring customer's complaining motivations

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