論文-顧客滿意度不確定性對服務質(zhì)量評價的影響-資料下載頁
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【導讀】高充彥，對外經(jīng)濟貿(mào)易大學教師；郵箱:；郵編:100089。賈建民，西南交通大學經(jīng)濟管理學院院長、長江學者講座教授；郵件:；地址:四川成都西南交通大學經(jīng)濟管理學院；郵編:610031。顧客滿意度的評價結果往往是基于某種評價等級的一個分布。確定性對服務質(zhì)量總體評價的影響，結果表明在服務質(zhì)量的評價中存在著一種“反射現(xiàn)象”，這些現(xiàn)象在兩項實證研究中獲得了中高層管理人員的確認。雖然調(diào)查結果顯示兩間表現(xiàn)不錯的支行A和B的顧客滿意度的平均水平都是“滿。顧客滿意度的調(diào)查廣泛應用于服務及其他行業(yè)中。在實際中，對調(diào)查結。果的處理和采用通常是基于平均的滿意度水平，以致丟失了很多重要信息。滿意度的增加；而Bitner[17]和Bolton等學者[18-19]則認為滿意是服務質(zhì)量的前因。BoltonandDrew[18-19]建立了服務質(zhì)量與顧客滿意度之間的函數(shù)關系，使顧客滿意度成為對。但是人們在使用這些顧客滿意度指數(shù)時，往往只是依據(jù)它的平
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