Next it puts forward the model of affective factors of hotel service failure by applying service encounter theory and service quality gap theory to investigate into the time and inner cause of the occurrence of hotel service failure.
其次,运用服务接触理论和服务质量缺口理论研究了酒店服务失误的发生时点和内在原因,并提出了酒店服务失误影响因素模型。
参考来源 - 酒店顾客抱怨之诱因、行为及其补救研究·2,447,543篇论文数据，部分数据来源于NoteExpress
Every return represents a failed service encounter.
每一次退货代表了服务遭遇失败。
Yes, marketers plunk millions of dollars into mass-market advertising each year to generate sales, but a bad or so-so customer service encounter can cost them.
是的，各大公司营销人员每年在大众市场广告方面砸下数百万美元来促进销售，但糟糕或只是勉强过得去的客服接触能使公司蒙受损失。
Furthermore, the customer satisfaction of technology-based service encounter will affect the intention to use new technology, the hotel's image and commendation.
而顾客对于科技型服务接触的满意度会影响其对新科技的使用意向、饭店的印象以及推荐意愿。
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