أثر جودة العلاقة على السلوكيات الانتقامية للعميل عبر الإنترنت عند فشل الخدمة : دراسة مسحية على أحد المقاهي في دمشق

Abstract EN

This research aims to determine the importance of service failure stage in influencing on the future of company and its service history, retaining its customers or losing them forever, and the importance of correct dealing with customer, when service failure, to avoid the catastrophic consequences against the company, in addition to know the impact of customers' high relationship quality in service sector (coffee shops) on their retaliatory behaviors via the internet when service failure.

The research community consists admirers and followers of cafe's page on Facebook.

A random sample of them was 100 customers, the most important results were that the level of relationship quality is very high for the clients, there is a very strong and direct correlation between relationship quality and customer's revenge behaviors, and whenever the relationship quality changes by one unit, the retaliatory behaviors will change by (0.887) in the same direction.