| 服务等候中顾客感知的研究述评与展望 |
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| 引用本文： | 赵晓煜,曹忠鹏. 服务等候中顾客感知的研究述评与展望[J]. 东北大学学报(社会科学版), 2009, 11(6): 508-514 |
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| 作者姓名： | 赵晓煜 曹忠鹏 |
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| 作者单位： | 东北大学工商管理学院,辽宁沈阳,110004 |
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| 基金项目： | 国家自然科学基金资助项目 |
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| 摘 要： | 在服务传递的过程中,等候通常难以避免且对顾客的整体服务体验有直接的影响。通过对国内外相关文献的梳理,从顾客在等候过程中对时间的感知、对公平的感知、对环境的感知和对沟通的感知等几个研究视角对相关文献进行了总结和评价,分析了相关研究成果对等候环境设计、等候信息发布、等候队列管理的意义和启示。指出＂不同等候阶段的顾客感知差异＂,＂文化因素对等候感知的影响＂,＂基于感知分析的等候流程和等候设施设计＂,＂感知等候质量的内涵和作用机理＂是未来值得关注的研究方向。
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| 关 键 词： | 服务等候 顾客感知 服务设计 等候质量 |
Customer Perception in Waiting for Service:Review and Prospects |
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| ZHAO Xiao-yu,CAO Zhong-peng. Customer Perception in Waiting for Service:Review and Prospects[J]. Journal of Northeastern University(Social Science), 2009, 11(6): 508-514 |
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| Authors: | ZHAO Xiao-yu CAO Zhong-peng |
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| Affiliation: | ZHAO Xiao-yu,CAO Zhong-peng(School of Business Administration,Northeastern University,Shenyang 110004,China) |
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| Abstract: | Waiting is inevitable in service delivery process and has a direct effect on what service a customer experiences on the whole.Reviewing several relevant earlier works,the design of waiting ambience,release of waiting information and management of waiting in line were investigated in the perceptive perspectives of waiting time,fairness,ambiance and intercommunication,and the results were analyzed and evaluated with an enlightenment given.It was found that several problems will be the main research subjects,s... |
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| Keywords: | waiting for service customer perception service design waiting quality |
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