DETERMINANTS OF CUSTOMER SATISFACTION IN A HIGH CONTACT FACE-TO-FACE SERVICE SETTING

被引：0
|
作者：
NGUYEN, N
LEBLANC, G
机构：
来源：
REVUE CANADIENNE DES SCIENCES DE L ADMINISTRATION-CANADIAN JOURNAL OF ADMINISTRATIVE SCIENCES | 1994年 / 11卷 / 03期
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F [经济];
学科分类号：
02 ;
摘要：
This study investigates the determinants of customer satisfaction in a high contact face-to-face service setting with data collected from 184 customers of a ladies' hair salon. The performance of contact personnel during the service encounter, the physical environment where the service is produced and consumed, and the corporate image are identified as the three principal sources of customer satisfaction. Similarities between the determinants of satisfaction and service quality are also noted. Implications for designing the service delivery system and positioning the service firm in its competitive environment are discussed.
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页码：240 / 250
页数：11
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