發展顧客滿意與關係價值之研究：高接觸服務業之證據

Abstract

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The gap between actual relationship development and required relationship development are considered, as an antecedent variable, of satisfaction with relationships and value of the customer-service personnel relationships at various periods in high-encounter services. The evidence reveals that at different periods of their relationship, customers have distinct relationship needs. The current gaps between expected relationship needs and the customers' perceptions of relationship development actions are explored to increase the customers' satisfaction with and evaluation of these relationships.