-
- Tác giả: Hoàng Ngọc Nhi
- Thông tin XB: TP. HCM: Trường Đại học Ngoại thương, 2026
- Mô tả vật lý: 128 p.
- Tóm tắt: This study investigates the determinants of Gen Z customer satisfaction with reverse logistics services on e-commerce platforms in Ho Chi Minh City, grounded in Equity Theory and Expectation-Confirmation Theory. The empirical findings confirm that return policy, previous service experience, and service recovery fairness all positively influence satisfaction, with fairness (encompassing communication, compensation, and procedure) being the most critical factor. Consequently, the research highlights ...
- Từ khóa: Service Recovery Fairness; Customer Satisfaction; Reverse Logistics; Gen Z E-commerce
Tìm kiếm thêm
