超越“对不起”：探究道歉类型与语言风格对服务补救中顾客宽恕的影响

Beyond “I am sorry”: Investigating the impacts of apology type and language style on customer forgiveness in service recovery

• Zhenxian Piao
• Nhi Thi Kieu Nguyen
• Hyoung Ju Song · 庆熙大学
• Jeong‐Yeol Park 通讯