service---酒店服务.docx

Customer satisfaction and Service Recovery
Customer satisfaction
Customer satisfaction is overall satisfaction of product or service's. Customer satisfaction will lead to repeat purchase behavior, reduce cost of attracting new customers and bring future income.
Determinants of Customer Satisfaction
Expected quality
It is the expectation that customers are planning to prepare to enter a restaurant or to decide which products or services to choose. Expected quality is formed before their consumption.
Perceived value
Customers have their feelings of value through purchasing and using products or services. Customer satisfaction is subject to the direct impact of perceived value. Customer perceived value comes from the result of perceived benefits and perceived sacrifices.
Service quality
Service quality is an important factor to affect customer satisfaction. Service quality can affect the customer perceived benefits from the perspective of perceived value so as to impact on satisfaction evaluation.
Service Recovery
Service recovery is an important aspect of research. It is defined as a reflection of actions when errors and failure occur in services. The aim is to reduce negative impacts to minimum which referred to customer perceived value, customer satisfaction, service quality and employee satisfaction.
Therefore, service recovery is said the subsequent behavioral e