【摘要】 在服务业中,顾客亲自参与服务的生产与消费,服务就是一种顾客体验,服务的本质和特性决定了顾客体验对于服务估价产生重要影响。在文献回顾的基础上,建立了基于体验的顾客满意度模型,并通过对北京、天津、西安、南京、杭州5个城市共计976名团队旅游消费者群体的实证调研,验证了模型的合理性。最后,为旅游企业提出了建议。更多还原

【Abstract】 Service is the experience of customers,because customers are required to participate in the production and consumption in service trades.Thus,the experience of customers plays an important role in service evaluation.Experience-based customer satisfaction model was built,after the literature was reviewed.This model was verified by an empiric study,in which tourism customer group of 976 tourists from Beijing,Tianjin,Shanxi Province,Jinagsu Province and Zhejiang Province were surveyed.Some suggestions of tourism are also proposed.更多还原