The 6th domestic Conference of Society for Serviceology

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Oral Session

Session 5 Service quality, Customer satisfaction, Loyalty / Service experience

Sat. Mar 10, 2018 4:30 PM - 5:35 PM 1153 (Liberty Tower 15F)

Chair: Satoshi Sakai (Hosei University)

4:55 PM - 5:20 PM

[1-5-02] Relationship between Service Failure and Customer Behavior : Relational Factors Perspective

*Wataru Uemoto1, Kenji Sera2 (1. Reitaku University, 2. Kobe University)

Keywords:Service Failure, Customer Behavior, Service Recovery

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