摘要
容忍区概念来自服务管理和消费行为两方面的文献。服务可分为不同类型,不同服务类型其容忍区管理也不同。认识到企业具有管理顾客容忍区的能力,并能在服务过程中对顾客的满意状态进行有效管理,对服务营销具有十分重要的意义。
The conception of the zone of tolerance come from the articles of service management and consumes actions.Service has different types and different services have different tolerance zone's managements.Realize that zone's enterprises have the ability of custom tolerance zone's management,and can manage custom's satisfactions in the course of services efficiently have important meaning to service business.
出处
《当代财经》
CSSCI
北大核心
2003年第10期61-64,共4页
Contemporary Finance and Economics
关键词
容忍区
顾客卷入
服务分类
服务管理
the zone of tolerance
custom get in
service transactions
service management
