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论文作者:英语论文论文属性:课程作业 Coursework登出时间:2014-04-29编辑:caribany点击率:6991
论文字数:1647论文编号:org201404291407206844语种:英语 English地区:英国价格:免费论文
关键词:服务变化客户态度Service ChangesCustomer Attitudeswait experience
摘要:本文研究开发了一种更好地了解客户等待服务的反应如何的模型。它通过评估客户的反应和服务的评价之间的关系,实证和检验一些变量,探讨消费者对服务延误的反应。
This empirical test was limited in that many constructs were measured with only one item. So, further research, with multiple indicators of each construct, should give stronger statements of validity and reliability and more so-phisticated methods of analyzing the complex relationships in the wait experience model. Further model development also is needed, for the reason that the model didn’t capture all the important variables, such as waiting cost and perceived inequities in the wait, experience.
More empirical work is needed to fully understand the effects of waiting. Experimental studies are also needed to assess the cause-effect relationships hypothesized in the model.
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Berry, Leonard L. and A. Parasuraman (1991), Marketing services: Competing through Quality. New York: The Free Press.
Bolton, Ruth and James Drew(1991),”Alongutudinal Analysis of the Impact of Service Changes on Customer Attitudes,” Journal of Marketing,55(1),1-9.
Cronin, J. J, Jr., and S.A>Taylor (1992),”Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56(3), 55-68.