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自助服务日益盛行,而国内外大部分学术文献都把注意力集中在人员互动的服务中,文章运用关键因素法对劳动密集型自助服务的顾客满意度影响因素进行了探讨。首先通过开放式问卷获取顾客对劳动密集型自助服务的经历,然后从中归纳出顾客满意度影响因素,结论是有形环境、产品、自由、可控、人员服务、他人影响是劳动密集型自助服务顾客满意度的影响因素。其中,自由和可控是劳动密集型自助服务特有的顾客满意度影响因素。
Self-service is increasingly prevalent, and most of the academic literature at home and abroad focus on the service of personnel interaction. The article uses the key factor method to discuss the influencing factors of customer satisfaction of labor-intensive self-service. First of all, through an open questionnaire to obtain customer experience of labor-intensive self-service, and then summed up the factors influencing customer satisfaction, the conclusion is the physical environment, products, free, controllable, staff services, others influence labor-intensive self-service customers Satisfaction factors. Among them, freedom and control are the factors influencing customer satisfaction that are characteristic of labor-intensive self-service.