- 1、本文档共10页,可阅读全部内容。
- 2、有哪些信誉好的足球投注网站(book118)网站文档一经付费(服务费),不意味着购买了该文档的版权,仅供个人/单位学习、研究之用,不得用于商业用途,未经授权,严禁复制、发行、汇编、翻译或者网络传播等,侵权必究。
- 3、本站所有内容均由合作方或网友上传,本站不对文档的完整性、权威性及其观点立场正确性做任何保证或承诺!文档内容仅供研究参考,付费前请自行鉴别。如您付费,意味着您自己接受本站规则且自行承担风险,本站不退款、不进行额外附加服务;查看《如何避免下载的几个坑》。如果您已付费下载过本站文档,您可以点击 这里二次下载。
- 4、如文档侵犯商业秘密、侵犯著作权、侵犯人身权等,请点击“版权申诉”(推荐),也可以打举报电话:400-050-0827(电话支持时间:9:00-18:30)。
- 5、该文档为VIP文档,如果想要下载,成为VIP会员后,下载免费。
- 6、成为VIP后,下载本文档将扣除1次下载权益。下载后,不支持退款、换文档。如有疑问请联系我们。
- 7、成为VIP后,您将拥有八大权益,权益包括:VIP文档下载权益、阅读免打扰、文档格式转换、高级专利检索、专属身份标志、高级客服、多端互通、版权登记。
- 8、VIP文档为合作方或网友上传,每下载1次, 网站将根据用户上传文档的质量评分、类型等,对文档贡献者给予高额补贴、流量扶持。如果你也想贡献VIP文档。上传文档
查看更多
市场营销毕业论文外文翻译--提高服务质量的十项建议[精品]
市场营销毕业论文外文翻译--提高服务质量的十项建议
Ten Lessons for Improving Service Quality
Leonard Berry, A. Parasuraman, and Valarie Zeithaml, 2003 [03-104]
Between 1983 and 1993, Berry, Parasuraman, and Zeithaml conducted a comprehensive, five-phase study of service quality in America under the sponsorship of the Marketing Science Institute. They have published a series of MSI monographs, journal articles, and several books based on this research. They reflected on their research journey in an MSI commentary that was published in 1993 and republished in 1994 by the Academy of Management Executive, and is now reprinted here. In the preface below they re-visit their reflections of ten years ago.
Preface
Quality service helps a company to imize benefits and minimize burdens for customers―the essence of delivering value. Because it is important to most customers and defies imitation by competitors, quality service offers a key competitive advantage. Indeed, firms in every industry have demonstrated the differentiating power of excellent service. Yet, despite this, price competition seems to dominate company efforts to provide value. The meteoric growth of Wal-Mart Stores―and the tendency of many firms to lower prices as a first response to softening demand―has focused so much marketing energy on price competition that it has become difficult not to assume that customers care only about price.
A singular focus on price competition means that the firm is competing only on the “burden” component of value and ignoring the “benefit? component. Rather than investing in quality service to “decommoditize” the business, firms are emphasizing low price which serves to further “commoditize” the business. Service in America would be much improved if managers would embrace one central operating principle: the tougher the price competition in our industry, the more important quality service is to our company―because superb service gives customers non-price reasons to do busine
您可能关注的文档
- 山西省旅游文化节大型系列活动策划方案[精品].pdf
- 山西省太原市2016-2017学年八年级上学期期末考试英语试题及答案[精品].pdf
- 山西省运城市2015-2016学年八年级语文下学期议论文训练(无答案) 新人教版[精品].doc
- 山西省城市生活垃圾焚烧发电可行性研究技术报告[精品].pdf
- 山西经济出版社小学信息技术第三册第一单元计划与教案[精品].doc
- 山西醋文化旅游开发研究[精品].pdf
- 山西大同房地产暖场活动策划方案_图文[精品].ppt
- 山西醋业发展战略初探[精品].doc
- 山西高校岗前培训教育心理学[精品].doc
- 山西大同检察院智能化设计-定稿[精品].doc
- 贵州职业技术学院《密码编码学》2023-2024学年第二学期期末试卷.doc
- 中南民族大学《中国民族志》2021-2022学年第一学期期末试卷.doc
- 2024年河南省濮阳市濮阳县清河头乡招聘社区工作者真题及完整答案详解1套.docx
- 2024年河南省濮阳市濮阳县清河头乡招聘社区工作者真题及参考答案详解1套.docx
- 山西农业大学附属中学2024-2025学年高中毕业班第二次模拟考试历史试题含解析.doc
- 阳虚中医辨证课件.pptx
- 长沙民政职业技术学院《化学教育测量与评价方法》2023-2024学年第一学期期末试卷.doc
- 基于深度迁移学习的导管架式海上风电结构损伤识别.docx
- 2024年河南省濮阳市濮阳县王称固乡招聘社区工作者真题及答案详解1套.docx
- 内江职业技术学院《日语报刊阅读》2023-2024学年第一学期期末试卷.doc
最近下载
- 学生公寓管理年终总结.pptx
- 信息学奥赛一本通·初赛真题解析 第1章:计算机基础知识.docx VIP
- 2023《浅析徐福记食品公司的财务状况》.docx VIP
- 中级java工程师面试题及答案.doc VIP
- java中级工程师面试题及答案.doc VIP
- 冰雪旅游服务规范 .pdf VIP
- DB22_T 3073-2019 旅行社冰雪旅游接待安全管理规范.docx VIP
- 导游在冰雪旅游中的安全要求与服务技巧.pptx VIP
- 三年(2022–2024)高考数学真题分类汇编(全国通用)专题05 平面解析几何(选择题、填空题)(解析版) .pdf VIP
- DB22_T3073-2019_旅行社冰雪旅游接待安全管理规范_吉林省.docx VIP
文档评论(0)