摘要:本研究的研究开发,将作为一个质量改进计划为体育中心的重要组成部分的工具。所开发的工具可用于持续进行,以确定该种服务的客户需要,服务他们想要的级别,并要求管理层关注的具体领域
uishing character-istics of services. Services are intangible; they cannot be seen before they are purchased. They are also inseparable; they are produced and consumed at the same time. In addition, they are perishable; they cannot be stored. Finally, they are variable; they depend on a number of factors (e.g., the skills, training,personality, mind set, and energy of the service provider; the needs, attitudes,prior experience, skill, and personality of the service purchaser; and fluctuation in demand) that determine the customers' quality of experience during production
and delivery of the service.
Development of the QUESC Instrument
Conclusions and Applications
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