房屋翻修中的服務(wù)管理：一種理論方法外文翻譯(文件)
【正文】 ， 525533 頁。此外，應(yīng)該對客戶和承包商之間的信息交流的意義進行分析。本文的服務(wù)管理文獻表明，裝修業(yè)應(yīng)該有從 其他服務(wù)學(xué)習(xí)的巨大潛力：第一，因為顧客滿意度或者良好的服務(wù)質(zhì)量和增加顧客忠誠度之間有著緊密的聯(lián)系；第二，由于滿足客戶或者顧客的良好感觀給了公司一個良好的聲譽；第三，因為客戶和員工的滿意度之間有著密切的聯(lián)系。 服務(wù)品質(zhì)和顧客滿意之間的關(guān)系尚沒有達成普遍的共識，但是帕拉素拉曼孫利等人（ 1994a）提出了一個模型指出，客戶滿意度的交易被認為是一個關(guān)于服務(wù)質(zhì)量，產(chǎn)品質(zhì)量和價格的函數(shù)。這也被卡多特（ 1987）等人的一項關(guān)于餐廳顧客的研究所支持。關(guān)于家用電器（紐曼和威泊， 1973）和有關(guān)食品的產(chǎn)品（ LaBarbera 和 Mazursky，1983）的實證調(diào)查顯示一個產(chǎn)品的滿意度和顧客的忠誠度之間呈正相關(guān) 。 佛奈兒 (1992)利用了瑞典顧客滿意度晴雨表，表明顧客滿意度的重要性因行業(yè)而不同。 顧客滿意度的必要性 如果我們考慮在服 務(wù)管理領(lǐng)域進行全面的研究，那么高顧客滿意度導(dǎo)致優(yōu)越的經(jīng)濟回報是一個基礎(chǔ)且反復(fù)出現(xiàn)的觀察結(jié)果。直到最近，物業(yè)服務(wù)管理原則應(yīng)用到住宅建設(shè)的房屋翻修研究中（ Ahonen 雜志，1993 年；豪爾和 Brochner, 1999 年）。盡管如此，根據(jù)觀察，許多房屋的 整修 項目是在缺少最根本的業(yè)主導(dǎo)向的情況下開展。 second, since a satisfied customer or a customer with a positive perception gives the firm a positive reputation。 Reidenbach and SandiferSmallwood, 1990。 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 patient satisfaction and behavioural intentions to return to the same service provider (hospital) w
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