摘要
服务质量优劣取决于顾客对服务的预期质量和实际质量之间的对比 ,服务质量实际上是主观范畴。由此引来服务企业的质量好坏在很大程度上由顾客期望所决定。本文在探讨了顾客期望含义 ,在KANO和Tenner等人对顾客期望研究的基础上 ,对服务业顾客期望理论进行了一些探索性研究 ,提出了顾客期望层次论 ,并基于顾客期望层次论及服务消费者的顾客期望因素分析 ,探讨了服务业顾客期望管理相关策略。
Service quality depends on comparison between expectant quality and a ctual quality. Service quality belongs to subjective category. So the high or l ow of service quality depends on customer expectation greatly. This paper discus ses customer expectation concept. And based on KANO and Tenner studies, it devel o ps customer expectation theory called customer expectation administrative levels . Finally, it studies the customer expectation management tac tics for service enterprise.
出处
《北京交通大学学报（社会科学版）》
2004年第3期44-47,共4页
Journal of Beijing Jiaotong University(Social Sciences Edition)
关键词
服务企业
顾客期望
顾客满意
service enterprise
customer expectation
customer sati sfaction
