Consumer Perception towards Service Satisfaction and Success in the Service Industry

消費者評價有助於服務業提升之服務滿意及成功

譚彩鳳(Gracie Tsai-Fong Tan)

《美容科技學刊》 5卷2期 (2008/09) Pp. 131-140

https://doi.org/10.30001/JIES.200809.0013

摘要

在今天這個全球化及無國界的市場裡，產質和產能對任何企業的發展及存活的扮演著極為重要角色。這兩個因素主要仰賴於顧客的吸引程度典印象。因此顧客是任何成功企業的最主要來源。一個企業的成功是在於組織的認知和如何達到顧客的需求與需要滿足。過去的研究者曾經表示消費者的高滿意度並不代表對產品的高忠誠度。

關鍵字

滿足 ； 忠誠行為 ； 認知 ； 全球化 ； 需要

並列摘要

In today's globalize and borderless market, quality and productivity are essential for the survival and growth of any organization. Both these factors depend mainly on the attraction and retention of customers. Thus the customer is the main focus for any successful business. Business success depends on organizations understanding and meeting customers' needs and demands. Earlier researchers have argued that a high degree of customer satisfaction does not always translate into loyalty.

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