服务期望(Service Expectation)是顾客在服务消费之前对于服务的信念。在服务消费过程中或结束之后,顾客会把对服务绩效的感知与服务期望作对比,在此基础上形成...
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Service quality is also called service perception quality, which is decided by the difference between service expectation and real service effect.
服务质量也可被称为服务感知质量,归根结底乃是顾客的感觉和认知,它由顾客的服务期望和实际服务经历之间的比较决定。
参考来源 - 服务修复研究·2,447,543篇论文数据,部分数据来源于NoteExpress
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