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期望越高,失望越大:服务补救期望与顾客满意的实证研究 被引量:1

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摘要 顾客期望对顾客满意水平有着重要的影响。在服务失败和服务补救的理论框架下,学界长期关注服务传递期望,而对服务补救期望缺少应有的重视。在文献回顾的基础上界定了"服务补救期望"的概念、特征及其对顾客满意的影响。研究选取了理发店排队等候现象作为案例背景,对武汉地区218名高校学生进行情景模拟实验并得出结论:服务补救期望与补救后的顾客满意水平负相关;服务补救期望会随着消费经验动态变化。企业应在强化服务补救质量的同时,综合运用多种途径进行顾客期望管理。
作者 余清鸿
出处 《湖北经济学院学报(人文社会科学版)》 2014年第6期59-60,105,共3页 Journal of Hubei University of Economics(Humanities and Social Sciences)
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参考文献7

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二级参考文献28

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