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认知和情感对服务质量的综合作用分析

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摘要 服务质量正日益成为顾客中心时代的竞争焦点,它除了受多种因素的综合作用表现出明显的认知层次性外,还受产品使用或消费经历中所引发的消费情感的影响。本文通过对服务质量及消费情感的理论综述,从认知和情感两个层面分析其对服务质量的综合作用,以便服务从业人员采取有效措施提高顾客的赞美增加度。
作者 李纯 陈兴强
出处 《现代营销(下)》 2011年第10期86-86,共1页 Marketing Management Review
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