服务业顾客满意概念模式回顾研究

在回顾服务业顾客满意的相关文献的基础上,对服务业顾客满意研究理论的演进进行了梳理,归纳出顾客满意的研究主题将遵循着“原因→过程→结果→行为”不断向前推进,研究焦点也由正向的顾客满意→负向的服务失误→服务失误补救→顾客保留或转移行为等持续向后延伸．同时整合不同学者的研究结论,提出衡量顾客满意与顾客感知的服务质量的难点和提高顾客满意度的途径．

The Review Study on Conceptual Model about Costumer Satisfaction in Service

Based upon the review of existing literatures about customer satisfaction in service, this paper puts them in order. The authors induce the trend of customer satisfaction research that will proceed along the path of "cause- process- result - behavior". The focal points of the service study will be the path of "positive customer satisfaction-negative service failure -service recovery- retain customer or switching behavior". Integrating many scholars' opinions, the authors put forward the difficulty of measuring customer satisfaction and customer perception service quality. At the same time, the methods of improving customer satisfaction are proposed.