論文-顧客滿(mǎn)意度不確定性對(duì)服務(wù)質(zhì)量評(píng)價(jià)的影響-資料下載頁(yè)
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【導(dǎo)讀】高充彥，對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)教師；郵箱:；郵編:100089。賈建民，西南交通大學(xué)經(jīng)濟(jì)管理學(xué)院院長(zhǎng)、長(zhǎng)江學(xué)者講座教授；郵件:；地址:四川成都西南交通大學(xué)經(jīng)濟(jì)管理學(xué)院；郵編:610031。顧客滿(mǎn)意度的評(píng)價(jià)結(jié)果往往是基于某種評(píng)價(jià)等級(jí)的一個(gè)分布。確定性對(duì)服務(wù)質(zhì)量總體評(píng)價(jià)的影響，結(jié)果表明在服務(wù)質(zhì)量的評(píng)價(jià)中存在著一種“反射現(xiàn)象”，這些現(xiàn)象在兩項(xiàng)實(shí)證研究中獲得了中高層管理人員的確認(rèn)。雖然調(diào)查結(jié)果顯示兩間表現(xiàn)不錯(cuò)的支行A和B的顧客滿(mǎn)意度的平均水平都是“滿(mǎn)。顧客滿(mǎn)意度的調(diào)查廣泛應(yīng)用于服務(wù)及其他行業(yè)中。在實(shí)際中，對(duì)調(diào)查結(jié)。果的處理和采用通常是基于平均的滿(mǎn)意度水平，以致丟失了很多重要信息。滿(mǎn)意度的增加；而B(niǎo)itner[17]和Bolton等學(xué)者[18-19]則認(rèn)為滿(mǎn)意是服務(wù)質(zhì)量的前因。BoltonandDrew[18-19]建立了服務(wù)質(zhì)量與顧客滿(mǎn)意度之間的函數(shù)關(guān)系，使顧客滿(mǎn)意度成為對(duì)。但是人們?cè)谑褂眠@些顧客滿(mǎn)意度指數(shù)時(shí)，往往只是依據(jù)它的平
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