英语论文网

服务变化对客户态度的影响分析-Analysis of the Impact of Service Changes on Customer Attitudes

Introduction  引言

随着经济的发展，中国的服务行业获得了空前的发展。越来越多的商家去从事服务行业，越来越多的消费者开始接受并享受各种服务。然后，在服务行业出现了日益激烈的竞争。那么，如何提高服务的评价也成为一个焦点。 服务公司面对的一个重要的问题是消费者等待服务。服务延误正变得越来越普遍。

With the development of economy, China's service industries obtain an unprecedented development. More and more merchants go to engage in service industries, and more and more consumers begin to accept and enjoy various service. Then, increasingly fierce competition appears in the service sector. So, how to improve the evaluation of service has become a focus. An important problem faced by the service company is consumers’ waiting for service. Delays in service are becoming increasingly common. Consumers can wait minutes, hours, days, or months to receive service. They can wait before, during, or after a purchase. Whether this problem could be solved better or not directly affects the quality and evaluation of the service supplied. So many companies spend much money and time researching the effective methods. The essay aims at solving the problem. It will explore consumers’ reactions to a service delay by assessing the relationship between relays and evaluation of service empirically and examining some variables that may mediate the relationship. This essay will firstly presents a model of the wait experience, which assesses the effects of delay duration, attribution for the delay, and degree to which time is filled, on affective and evaluative reactions to the delay. Following this, it will give an empirical test of the model with delayed airline passengers. Finally, it will conclude with a discussion of the managerial theoretical implications of this research.
 

The model of the wait experience  等待经验模型

在介绍等待体验的模型之前，笔者首先给出了有关变量（等待），他选择了确切的解释。据笔者，它指的是从时间角度消费者已准备好接收该服务，直到服务最终开始。它也指愿意等待的过程中感受到了消费者的状态。

Before introducing the model of the wait experience, the author firstly gives exact interpretation about the variable (waiting) he chose. According to the author, it refers to the time from which the consumer is ready to receive the service until the service finally commences. It also refers to the state of readiness felt by that consumer during the wait. Consumers can wait before, during, or after a transaction, that is pre-process, in-process, and post-process (Dube-Rioux, Schmitt, Leclerc 1988).Then the author categorizes preprocess waits further into three general types: pre-schedule waits, delays (that is post-schedule waits),and queue waits. This research study focused on only one type of wait: pre-process wait. Variables the author chose are stability of delay cause, service provider control over delay, degree of filled time, delay, uncertainty, anger, punctuality, and overall service. Then, in this study, the relationship between a delay and performance evaluation of one service encounter are examined. Understanding an evaluation of performance for one encounter is importantly, because it ultimately leads to a consumers’ overall perception of the service quality (Bitner 1990, Bolton and Drew 1991, 1993; Cronin and Taylor 1992; Parasuraman, Zeithaml and Berry 1988).In this essay, drawing on本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。