【摘要】 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。更多还原

【Abstract】 Self-service is increasingly prevalent, while most of the academic literatures at home and abroad put focus on the interaction service.Effect factors of customer satisfaction in labor-intensive self-service were discussed in the research with CIT method.First, different types of self-service customer satisfaction data were obtained through open questionnaires, and then effect factors of customer satisfaction were summed up.The conclusion is that the physical environment, products, freedom, sense of control, personnel services and the impact of others are the effect factors.Among them, freedom and sense of control are the specific factors of labor-intensive service that affect customer satisfaction.更多还原