The Study on Service Encounter Management Based on Customer Satisfaction

被引：0
|
作者：
Yang Xiuwei [1 ]
机构：
[1] Univ Jinan, Business Sch, Jinan 250002, Shandong, Peoples R China
来源：
PROCEEDINGS OF THE 23RD INTERNATIONAL BUSINESS ANNUAL CONFERENCE (2016), BKS ONE AND TWO | 2016年
关键词：
Service encounter; Customer-employee interaction; Customer satisfaction; EMPLOYEES;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
A service encounter is a period of time during which customers interact directly with a service. Every firm wants to manage service encounters well to create satisfactory service experiences. This paper explained the factors that affect customer satisfaction and how to create satisfaction. After that, the service encounters can be divided into three management parts the management of customer employee interaction (MCEI), the management of tangible and physical environment (MTPE), and the management of supporting process (MSP). This paper also gave some advice on quality control, closing the quality gaps and improvement of productivity.
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页码：617 / 622
页数：6
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