服务满意度中的情绪--外文翻译参考文献.pdfVIP

IJSIM Emotions in service 8,2 satisfaction Veronica Liljander and Tore Strandvik 148 Swedish School of Economics and Business Administration, Helsinki, Finland Received July 1996 Revised October 1996 Introduction Service quality and satisfaction have traditionally been conceptualized and measured as a cognitive disconfirmation of some comparison standard (Liljander, 1995). Recent research suggests that perceived service quality and satisfaction can be seen as distinct concepts and that perceived service quality precedes satisfaction, which is closely related to the customers’ behavioural responses (Cronin and Taylor, 1992; Liljander and Strandvik, 1995; Oliver, 1993a; Parasuraman et al., 1994a). Customers’ evaluation of service quality can be described as a cognitive process where customers consider the goodness/badness of different components of the service, either by evaluating the perceived service performance only, or by comparing the service performance with some predetermined standard. Satisfaction, on the other hand, is believed to contain an affective dimension too, without which customers’ responses cannot be fully accounted for. While the comparison processes in disconfirmation judgements require deliberate processing of information, the affective processes are thought to