服务企业顾客期望的动态调整：挑战与对策

摘要

顾客期望直接影响顾客对企业服务质量水平的感知，期望越高，失望越大。因此，做好顾客期望管理对于服务企业提升质量具有重要意义。然而，顾客期望并非是静止不变，而是始终处于动态调整中，这给服务企业质量管理带来了巨大的挑战。%Customer' s expectation has influence on customers' perceived service quality, because customer will suffer disappointed if they have higher ex- pectations. It is very important for service corporations to manage its customer's expectation. But customer's expectation is not stationary but in the process of dynamical adjustment, which lead to great hardness to manage sea'vice quality. Based on deeply analysis of the dynamical customer' s expectation.