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“满意是指一个人通过对产品和服务的可感知的效果与他的期望值相比较后形成的感觉状态。”当人们交换的不是产品而是服务的时候,当服务的交付是一种独特的“客户体验”时,究竟什么决定了它的价值?菲利普·科特勒指出:“满意是指一个人通过对产品和服务的可感知的效果与他的期望值相比较后形成的感觉状态。”他引出了原来不在视野内的概念——期望值,并且给出了一个重要公式:满意度=
“Satisfaction refers to the sensory state that a person forms by comparing the perceived effect of the product and the service with his expectation.” “When people exchange something that is not a product but a service, when service delivery is a What exactly determines its value when it comes to the unique ”customer experience“? Philip Kotler points out: ”Satisfaction means that a person forms after comparing his perceived effect on a product or service with his expectation The feeling of the state. “” He leads to the original not concept of vision - expectations, and gives an important formula: Satisfaction =