顾客期望对服务质量的影响机制分析

区别于有形产品的质量,服务质量是顾客的一种主观感受。期望会影响顾客对服务质量的感知。期望越高,往往失望越大。期望还会随着顾客掌握的信息情况发生变化,这种变化又会影响服务质量。为了提升服务质量,企业必须做好顾客的期望管理,充分了解顾客期望,确定适宜的顾客期望,又要有效引导顾客期望,并通过创新性的服务适度超越顾客期望。

Analysis on Influence Mechanism of Customer’s Expectation towards Service Quality

Different from products’ quality,service quality is a subjective attitude of customer.Expectation will affect the customer perception of the quality of service.The higher the expectation is,often the bigger the disappointment is.And expectation can be changed with the information the customer has,which will influence service quality.To improve the quality of service,enterprises must improve customer expectation management,fully understand customer expectations,determine the appropriate customer expectations,and effectively guide customer expectations,and exceed customer expectations through the innovative service moderate.