顾客期望理论在服务营销中的应用研究
F27; 顾客满意度是服务企业追求的目标,然而顾客满意度除了与企业提供的服务有关外,与顾客期望也有关系.顾客期望是客人在接受服务前自行假设的服务标准,它虽有主观性,但究其根源仍是来自于服务企业的宣传形象.通过述评顾客期望理论,归纳总结了顾客期望的影响因素,提出了服务营销中顾客期望管理的措施....
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| Veröffentlicht in: | 现代商贸工业 2018 (15), p.68-70 |
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| container_title | 现代商贸工业 |
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| creator | 刘金栋 |
| description | F27; 顾客满意度是服务企业追求的目标,然而顾客满意度除了与企业提供的服务有关外,与顾客期望也有关系.顾客期望是客人在接受服务前自行假设的服务标准,它虽有主观性,但究其根源仍是来自于服务企业的宣传形象.通过述评顾客期望理论,归纳总结了顾客期望的影响因素,提出了服务营销中顾客期望管理的措施. |
| doi_str_mv | 10.19311/j.cnki.1672-3198.2018.15.029 |
| format | Article |
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| language | chi |
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| source | Alma/SFX Local Collection |
| title | 顾客期望理论在服务营销中的应用研究 |
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