期刊刊名：蘭陽學報 　 卷期：11期

篇名出版日期：2012年6月1日

作者：Yale Wang, James Jim-Chen Ko, Tsou Chen-Chung,王言,柯俊禎,鄒建中

語言：English

關鍵字：Service quality,Relationship marketing,Service industries,Trustworthy relationship,消費認知,關係行銷,信賴關係

被點閱次數：15次

閱讀時間：792sec

摘要：
Most studies have examined the gaps between customers' perceptions of service quality before the service and their perceptions of that after the service. This study is trying to use a different approach to examine service quality by studying the gaps between the perception of sales peoples and that of their customers. We find that:(1) by having them comprehend the intentions of quality service, most sales peoples would require the quality of their services even beyond what their customers demand from them; and (2) by perceiving this gap, a trustworthy relationship, therefore, exists between sales peoples and their customers, which presents a result that the customers are more willing to repurchase.

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