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针对学术界关于服务质量和顾客满意度之间因果关系的争论,本文充分借鉴先前学者的研究,即服务质量可分为基于某次具体交易的服务质量和长期服务质量。在此基础上澄清了服务质量和顾客满意之间的逻辑关系。
In view of the academic controversy about the causal relationship between service quality and customer satisfaction, this dissertation fully draws on the previous scholars’ research that service quality can be divided into service quality and long-term service quality based on a specific transaction. On this basis, the logical relationship between service quality and customer satisfaction is clarified.