CUSTOMER PERCEPTIONS OF SERVICE（英文版）(ppt 21页)

CUSTOMER PERCEPTIONS OF SERVICE（英文版）内容提要：
Provide you with definitions and understanding of customer satisfaction and service quality
Show that service encounters or the “moments of truth” are the building blocks of customer perceptions
Highlight strategies for managing customer perceptions of service
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Product/service quality
Product/service attributes or features
Consumer Emotions
Attributions for product/service success or failure
Equity or fairness evaluations
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Service Quality
The customer’s judgment of overall excellence of the service provided in relation to the quality that was expected.
Process and outcome quality are both important.