摘要
本文提出了有限理性需求、有限理性服务质量的概念,从客户体验的角度出发,引入分析了电信服务体验链、满意度与忠诚度的关系等,并提出了服务体验的优化改进方法。
This article presents concepts of limited ration demand and limited ration service quality, introduces and analyzes the telecom service experience chain at the customer experience angle, concludes some results of experimental investigation on the relationship between satisfaction and royalty, provides a feasible approach to improve service experience.
出处
《电信科学》
北大核心
2004年第5期11-14,共4页
Telecommunications Science
