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- Tác giả: Đoàn Khánh Ngân
- Thông tin XB: TP. HCM: Trường Đại học Ngoại thương, 2026
- Mô tả vật lý: 140 p.
- Tóm tắt: This study investigates the impact of Reverse Logistics Service Quality (RLSQ) on Consumer Trust and Repurchase Intention in the HCMC omnichannel fashion retail sector. The findings confirm that RLSQ positively influences trust, which fully mediates the relationship with repurchase intention, identifying Empathy and Reverse Process Quality as the most critical drivers. The research validates the applicability of SERVQUAL and Commitment-Trust Theory in the reverse logistics context, concluding that ...
- Từ khóa: Omnichannel Fashion Retail; Repurchase Intention; Consumer Trust; Reverse Logistics Service Quality
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