| 中国非垄断服务业服务补救中的消费者行为 |
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| 引用本文： | 刘宏善,赵鑫.中国非垄断服务业服务补救中的消费者行为[J].沈阳大学学报,2007,19(4):105-107. |
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| 作者姓名： | 刘宏善 赵鑫 |
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| 作者单位： | 1. 沈阳大学,计财处,辽宁,沈阳,110044
2. 沈阳大学,国际商学院,辽宁,沈阳,110044 |
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| 摘 要： | 通过对三个非垄断性服务行业发放1500多份调查问卷,研究非垄断服务业服务补救中的消费者行为,并与已有的基于西方文化背景下的研究成果进行对比,认为如何发现不满意的消费者,提供消费者接受的补救方式是企业管理中的难点.提出了提高消费者抱怨的建议.
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| 关 键 词： | 服务补救 消费者满意度 消费者行为 |
| 文章编号： | 1008-9225（2007）04-0105-03 |
| 修稿时间： | 2007-04-29 |
Customer Behavior of Service Recovery in Non-Monopolies Service Industry of China |
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| LIU Hongshan,ZHAO Xin.Customer Behavior of Service Recovery in Non-Monopolies Service Industry of China[J].Journal of Shenyang University,2007,19(4):105-107. |
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| Authors: | LIU Hongshan ZHAO Xin |
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| Institution: | 1. Finance Affairs Office, 2. International Business School, Shenyang University, Shenyang 110044, China |
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| Abstract: | The customer behavior of service recovery in non-monopolies service industry of China is studied through more than 1 500 questionnaire of three non-monopolies service industry;and it is contrasted with the research results based on the west cultural context.It is considered that the difficulty in the business management is how to find out the unsatisfied consumer.Some suggestions are proposed on enhancing consumer's complaint. |
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| Keywords: | serviee recovery customer satisfaction customer behavior |
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