共查询到18条相似文献,搜索用时 484 毫秒
1.
刘沧 《长春金融高等专科学校学报》2017,(2)
酒店业作为服务行业的重要组成部分,服务质量高低直接影响着一家酒店乃至整个行业的发展.国家旅游局2016年星级酒店统计公报显示,我国星级酒店的数量已达12 619家,酒店业已基本处于饱和状态.面对日益激烈的市场竞争,如何提高酒店的服务质量成为酒店在竞争中立于不败之地的关键因素之一.服务接触理论更好地阐释了酒店服务的本质,作为酒店服务接触的三个构成要素,从服务组织、顾客以及服务员工出发,可以更有针对性地提升酒店的服务质量.因此,加强对酒店服务接触系统的控制,注重酒店服务人员的人本管理,关注顾客互动影响,改善服务接触质量,成为提升酒店服务质量的重要环节.这对改善服务质量,提升我国酒店的市场竞争力有着积极的推动作用. 相似文献
2.
基于服务接触理论的餐饮服务交互模式研究 总被引:1,自引:0,他引:1
张希 《哈尔滨商业大学学报(社会科学版)》2009,(5):107-112
餐饮服务是与顾客发生高度接触的服务类型,服务质量受其参与主体之间互动效果的影响.因此,运用服务接触理论对餐饮企业的服务交互过程进行研究具有理论和现实意义.在分析餐饮服务交互主体之间的关系及其影响因素的基础上构建餐饮服务两种交互模型:情感与信息因素主导的服务交互模式以及媒介与时空因素主导的服务交互模式,并进一步提出两种模式的管理侧重点应有所不同. 相似文献
3.
服务作为一个过程,必然会有顾客的参与以及员工与顾客的服务接触;服务作为一个系统,这个系统中的每个基层员工的每一个行为在顾客的眼中都被认为是服务组织的行为;服务作为一种经验性的效用判断,不同要素的不一致性会削弱企业整体在顾客眼中的可信度。物业管理的本质是服务。因此,基层员工,作为与业主保持高频度接触的服务直接传递者,他们的态度和表现,直接影响着业主的服务感受,关系到整个企业的绩效水平。 相似文献
4.
汪纯孝 《桂林旅游高等专科学校学报》1994,(4)
产品整体概念是营销学的一个重要概念。国内外许多营销学家认为这个概念对产品和服务的设计,生产和营销工作同样适用。然而,这个观点却并不正确。产品消费者不必参加生产过程,不必与工业企业直接接触。服务消费都却必须亲自参加服务过程,与服务性企业直接接触。从顾客的角度来看,服务质量不仅与服务结果有关,而且与服务过程有关。要做好服务质量管理工作和营销工作,作者认为旅游企业管理人员应采用服务整体概念,确定本企业应为旅客提供哪些服务,以及如何为旅客服务,为本企业树立良好的市场形象,以便从整体上提高旅客感觉中的服务质量。 相似文献
5.
赵德芳 《桂林旅游高等专科学校学报》2010,(3):361-364
跨文化旅游接待是入境旅游的重要环节,其交流活动是提高游客满意度的重要因素之一。以服务接触理论为基础,分析了跨文化旅游接待交流活动中的特点、存在的有关服务人员文化心理定位方面的问题,分别从角色定位和交际模式定位等方面提出了如何进行文化心理定位的建议。 相似文献
6.
新世纪知识经济时代,社会竞争日益激烈,针对于大学生走向社会这一过程,学校要加大宣传力度,做好服务工作。服务营销是大学生就业工作成功的重要因素,针对大学毕业生就业这种类型的服务,需要采用关系营销、服务接触、直接营销、媒体广告等营销战略和战术。 相似文献
7.
从服务质量和服务接触2个角度分析了企业对顾客授权的必要性,在授权理论的基础上,探讨了服务性企业对顾客授权的内涵,进而提出企业如何建立对顾客的授权体系。 相似文献
8.
薛谷香 《金融管理与研究(杭州金融管理干部学院学报)》2014,(10):1-1
何谓服务?何谓金融服务?何谓金融服务战略?相信在不同语境下会有不同的解释。
且让我们在与人亲密接触、以人力亲历亲为的语境下来说服务。服务即是我们亲手为他人做事,并使他人从中受益,如果源自职业,那么我们的服务是有偿的;如果源自为亲人做事或公益行动,则是无偿的。 相似文献
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11.
Elizabeth Cowley 《Journal of the Academy of Marketing Science》2005,33(2):139-152
Consumers often have the opportunity to observe the service encounters of other consumers. Previous research indicates that observers tend to attribute the outcome of an event to the disposition of the actor, regardless of the actor’s situational constraints. In most retail service settings, there are at least two actors: a person providing service and a consumer. In an unsuccessful service encounter, who is more likely to be blamed? In Study 1, both allocentric and idiocentric observers spontaneously attribute outcomes to the disposition of the service provider. In Study 2, idiocentric observers do not revise their initial attributions; they always blame the service provider. In contrast, allocentric observers take the service provider’s situational constraints into account except when they believe that they will become outcome dependent on the service provider who has behavioral control. The results reveal that attributions affect observers’ expectations about their own service encounter. 相似文献
12.
Alan J. Dubinsky Thomas N. Ingram William Rudelius 《Journal of the Academy of Marketing Science》1985,13(1-2):160-170
Industrial product and service salespeople encounter certain practices that may be ethically troublesome. Do product and service salespeople have different ethical beliefs about these practices? Answers to this question have not appeared in the marketing literature. This paper poses three potential reasons why these two groups may have different ethical beliefs and then presents results and implications of a study that examined this issue. 相似文献
13.
The effects of filled waiting time and service provider control over the delay on evaluations of service 总被引:1,自引:0,他引:1
Shirley Taylor 《Journal of the Academy of Marketing Science》1995,23(1):38-48
This article reports on an experiment that investigated the effects of a delay, perceived control over a delay, and the extent
to which time was filled during the delay on various performance evaluations in a service encounter. It was determined that
delays lower customers’ overall evaluations of service and of the tangible and reliability attributes of the service in particular.
When delayed, performance evaluations were affected by whether the service provider was perceived to have control over the
delay and whether the customer’s waiting time was filled. Overall performance evaluations and performance evaluations of tangibility,
reliability, and responsiveness were highest when perceived service provider control was low and the waiting customer’s time
was filled. These evaluations were lowest when perceived service provider control was high and waiting time was not filled.
She received her Ph.D. from the University of British Columbia. 相似文献
14.
Angry customers don't come back,they get back: The experience and behavioral implications of anger and dissatisfaction in services 总被引:1,自引:0,他引:1
Roger Bougie Rik Pieters Marcel Zeelenberg 《Journal of the Academy of Marketing Science》2003,31(4):377-393
This article investigates the specific experience of anger and dissatisfaction and their effects on customers' behavioral
responses to failed service encounters across industries. Study 1 demonstrates that anger and dissatisfaction are qualitatively
different emotions with respect to their idiosyncratic experiential content. Study 2 builds on these findings and shows how
anger and service encounter dissatisfaction differentially affect customer behavior. It provides empirical support for the
contention that anger mediates the relationship between service encounter dissatisfaction and customers' behavioral responses.
The findings of Study 2 diverge from previous findings in marketing on the interrelationships between customer satisfaction/dissatisfaction,
related consumption emotions, and customers' behavioral responses to service failure. The implications of these findings for
services marketing theory and practice are delineated.
Roger Bougie (J.R.G.Bougie@uvt.nl) is an assistant professor of marketing at Tilburg University, the Netherlands. His research interests
are emotions and their impact on consumer behavior, and consumer decision making.
Rik Pieters is a professor of marketing at Tilburg University, the Netherlands. His research interests are emotions in consumer behavior,
visual attention and memory, and social networks. His work has appeared in, among others, theJournal of Consumer Research, theJournal of Economic Literature, theJournal of Marketing Research, andMarketing Science.
Marcel Zeelenberg is a professor of social psychology at Tilburg University, the Netherlands. His research interest is in anticipated emotions
and acutal emotional experiences and their impact on behavioral decision making. His work has appeared in, among others, theJournal of Consumer Research, theJournal of Personality and Social Psychology, Organizational Behavior and Human Decision Processes. 相似文献
15.
论入世后中国零售业面临的问题及其对策 总被引:1,自引:0,他引:1
彭再闪 《广东农工商职业技术学院学报》2003,19(1):32-36
随着中国加入WID,外资零售业加快了抢滩中国市场的步伐,我国的零售业将面临着完全国际化的竞争。面对强大的竞争对手,我国的零售业应在经营方面进行改革,通过连锁方式集合零散的中小型企业的资本实行规模扩张,提高管理技术水平,降低经营成本,创立自有品牌,提高服务质量,才能在竞争中获得优势。 相似文献
16.
王艳平 《桂林旅游高等专科学校学报》2010,(4):413-417
温泉是最好的交流资源,在大尺度空间布局决定之后,温泉度假村将于项目之中设置交流功能。讨论了交流对象并引导出期遇概念。在期遇作为温泉交流核心理念的驱动下,文章进行了分过程、依场地的系列交流产品研发的设计及分析,整个过程力求凸现基于情境的产品的可操作性和原创性。 相似文献
17.
Edward J. O'Brien Ph.D. 《Journal of the Academy of Marketing Science》1982,10(3):293-301
The article examines difficulties marketing instructors encounter in introductory marketing courses. Presentation of the factors
responsible for the growing volume and importance of marketing and examination of the roles marketing performs for business
and society can lead students to form negative attitudes. Students in their initial exposure to marketing study may come to
view marketing as manipulative and of service only to production and profits. Suggestions are presented for logical development
of these topics via positive and persuasive examples. A review of literature is presented indicating a wide divergency of
views regarding the scope of marketing, a definition of the field, and societal contributions. Research findings are presented
on the accumulation of marketing knowledge and the attitudes which are formed during study in the Marketing Principles course. 相似文献
18.
Thomas L. Baker Tracy Meyer James D. Johnson 《Journal of the Academy of Marketing Science》2008,36(4):552-564
This article investigates the role of contextual cues in the evaluation of a service failure. Empirical data demonstrates
that although discrimination is a factor in the evaluation of a service failure for black (vs. white) customers, contextual
cues also play a role in the evaluation of the encounter. When a black customer experiences a service failure, the failure
will be evaluated more severely when no other black customers are present. In addition, the context of the event differentially
affects the negative emotions generated by the service failure and results in racially driven differences in the amount of
remuneration perceived as necessary to successfully recover from the failure. The implication is that when serving customers,
the race of both the customer and other customers can provide service providers with information relative to the appropriate
service recovery effort to implement.
相似文献
James D. JohnsonEmail: |