面向酒店行业的在线管理反馈方式对客户满意度影响-研究

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1、哈尔滨工业大学管理学硕士学位论文satisfaction.Onthecontrary,whenhotelsapologizeorshowgratitude,thecustomersatisfactionwillbecomehigher.Thisresearchanalysestheimpactofthewayoftheonlinemanagementresponsesoncustomersatisfactionsystematically.Itismeaningfulandusefulbothinacademiccirclesandininindustry.Th

2、esetheoriesandmethodscanhelpfirmsmaketherightservicerecoverystrategy,whichassiststhemtomakebetteruseofonlinesocialmedia,gethighercustomersatisfactionandbuildstrongerfirmcompetition.Keywords:onlinesocialmedia,managementresponse,servicerecovery,thewayofmanagementresponse,satisfaction-I

3、II-哈尔滨工业大学管理学硕士学位论文目录摘要..............................................................................................................IAbstract............................................................................................................II第1章绪论...........................

4、......................................................................11.1课题研究背景.........................................................................................11.2课题研究的目的和意义..........................................................................21.3管理反馈与客户满意度的国内外研究现状及分析..

5、..............................31.3.1服务挽回与顾客满意度...............................................................41.3.2在线口碑......................................................................................51.3.3期望失验理论...................................................................

6、...........61.4主要研究内容及研究方法......................................................................71.4.1主要研究内容..............................................................................71.4.2主要研究方法..............................................................................8第2章论文研究

7、的相关理论基础.................................................................102.1在线口碑..............................................................................................102.2服务失误与管理反馈分析与界定........................................................112.2.1服务失误的定义....................

8、............