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随着对顾客满意概念研究的深入,以质量为基础的传统顾客满意评价模式正在被以顾客价值为基础的评价模式所代替,顾客满意概念应将感知质量与顾客感知价值统合起来,并在此基础上提出顾客“心理账户折旧”概念,以解释传统理论所难以解释的现象,同时,心理折旧效应的引入将对顾客满意评价带来重要影响。
With the deepening of the research on the concept of customer satisfaction, the quality-based traditional customer satisfaction evaluation model is being replaced by the evaluation model based on customer value. The concept of customer satisfaction should combine the perceived quality with the customer perceived value. Based on this, the concept of customer “depreciation of psychological account ” is put forward to explain the phenomenon that traditional theory is hard to explain. At the same time, the introduction of psychological depreciation effect will have an important impact on customer satisfaction evaluation.