The article deals with the guidance of Two-Factor Theory. There are two kinds of customer expectations, which are basic expectation and potential expectation.
利用双因素理论对顾客满意陷阱即顾客关系管理中高满意度、低忠诚度的现象进行了分析 ,指出顾客的期望有基本期望和潜在期望 ,基本期望类似于保健因素 ,而潜在期望类似于激励因素 ,满足顾客的潜在期望才能激励顾客忠诚。
参考来源 - 顾客满意陷阱的成因与对策新论·2,447,543篇论文数据，部分数据来源于NoteExpress
It's just a basic expectation of what we'll expect them to behave like.
那是我们对他们行为的最基本期望。
Mechanical perfection is not the goal of the course but, rather, its most basic expectation.
形式上的完美不是本门课程的目标，而是其最基本的期望。
Basic expectation and potential expectation are different in different stage of customer lifecycle, therefore, corresponding measures are supposed to be taken to meet their different stages.
同时分析了顾客生命周期在不同阶段的基本期望和潜在期望，以及应该采取的激励措施。
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