房屋翻修中的服務(wù)管理：一種理論方法外文翻譯(已修改)
2025-06-01 02:09 本頁(yè)面
【正文】 中文 1700 字 本科畢業(yè)設(shè)計(jì)（論文） 外 文 翻 譯 原文 ： Service management in housing refurbishment: a theoretical approach. It is generally acknowledged that customer satisfaction is essential for sustainable success in business relations. In spite of this observation, many housing refurbishment projects have been undertaken with deficiencies in ultimate customer orientation. Landlords and construction panies occasionally conduct questionnaire surveys regarding dweller satisfaction. Nevertheless, survey information is seldom used for major improvements of the refurbishment process. In traditional construction management studies of housing refurbishment little attention has been focused on the customer relationship. Only recently have principles of service management been applied to housing refurbishment projects in construction research (Ahonen, 1993。 Holm and Brochner, 1999). As a sharp contrast to this scarcity of investigations concerning customer orientation in the field of refurbishment, a rapidly growing number of studies of customer satisfaction and service quality in the service industries have been published over the last few years, showing the correlation between customer satisfaction, or service quality, and economic returns. Service theories Theories of service management are, with few exceptions, dominated by the issues of customer satisfaction and service quality. The need for customer satisfaction If we consider the whole body of research in the field of service management, it is a fundamental and recurring observation that high customer satisfaction leads to superior economic returns. This can be explained by key concepts such as customer loyalty and a positive reputation for the firm. The link between customer satisfaction or a positive perception of service quality and increased loyalty, in service industries, has strong empirical support. Strong correlation between overall
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