基于服务接触理论的餐饮服务交互模式研究

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.

Interactive Model of Catering Service based on Service Encounter Theory

Catering service needs high degree of customer contact.Quality of catering service depends on service encounter subjects.The paper uses Service Encounter Theory to study catering service interaction.Two interactive models of catering service are built based on the analysis of relationships between service encounter subjects and influential factors: emotion and information factors-oriented interactive model,media and time and space factors-oriented interactive model.And then it put forward that management fo...