房屋翻修中的服务管理：一种理论方法外文翻译(编辑修改稿)

房屋翻修中的服务管理：一种理论方法外文翻译(编辑修改稿)内容摘要：

on‟s (1988) laboratory research with record players, perceived performance exerts more influence than expectations do on consumer satisfaction. Spreng et al. (1996), in a more recent study of the disconfirmation paradigm, claim that desires congruency and information satisfaction are further determinants of consumer satisfaction. There is no general consensus on the relationship between service quality and customer satisfaction, but Parasuraman et al. (1994a) have proposed a model where the customers‟ overall satisfaction by a transaction is thought to be a function of service quality, product quality and price. That service quality leads to customer satisfaction is an opinion held by other researchers also (. Woodside et al., 1989。 Reidenbach and SandiferSmallwood, 1990。 Andersson et al., 1994). Furthermore, Cronin and Taylor (1992) state that an antecedent of consumer satisfaction is service quality. Why satisfy the customer’s customer? In refurbishment projects the ultimate customers of the contractor are the tenants or owners of cooperative flats or condominiums, but the primary customers, in the contractual sense, are the owners of buildings, possibly boards representing the owners of the flats. This customer‟s customer situation is not unique to the refurbishment industry。 it is a mon phenomenon. It could be pared with one person in a household shopping for provisions or clothing for the whole family, or a hospital purchasing medical equipment for the purpose of running tests on patients(cf. Anderson, 1992). To quote Goldman et al. (1995,pp. 267168。 268), „Fewer than 10 percent of industrial panies and service panies have enduser consumers as their customers‟. The authors add that a way to help the customer of a pany is to help their customers. Conclusions In spite of the fact that the significance of customer orientation and service quality has been highlighted in ser。