摘要
感知质量是顾客对产品(服务)质量的感知效果,对顾客满意至关重要。文章将赫兹伯格的双因素理论作为感知质量的理论基础,来解释顾客满意的3种状态,并进一步得出只有具备质量激励因素的产品和服务,才更容易引起顾客的注意,并超越顾客的期望。
Perceived quality is defined as the perception to product/service quality from customers or end-users, which is strongly related to customer satisfaction. Herzberg＇ s Two Factor Theory is applied to explain the three levels of customer satisfaction. The conclusion is only the product/service with Quality Motivator can attractmore attention from customers and exceed customer expectation.
出处
《标准科学》
2011年第7期53-56,共4页
Standard Science
关键词
感知质量
顾客期望
双因素理论
质量激励因素
perceived quality, customer expectation, Two Factor Theory, Quality Motivator
