摘要
基于有形展示的视角研究服务型企业无形服务对顾客体验过程质量的影响,采用实证研究方法,检验有形展示对企业无形服务内涵的体现,进而对顾客体验过程质量的影响。研究结果表明,不同的无形服务内涵能通过不同的有形展示组合影响顾客体验过程质量。
This paper analyzes the influence of intangible service on the experience of process quality based on the tangible evidence. Through empirical method, the impact of tangible evidence on the connotations of intangible service and its further impact on the experience of process quality are examined. The result shows that： different connotations of intangible service can be embodied with different tangible evidences, which then further influence the customers＇ experience of process quality.
出处
《软科学》
CSSCI
北大核心
2009年第3期89-93,共5页
Soft Science
关键词
无形服务
有形展示
有形化
顾客体验过程质量
intangible service
the tangible evidence
tangibility
the experience of process quality
