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服务业本身的特殊性要求顾客在享受服务的同时也要参与其生产,不同行业,顾客参与的程度也不相同,而且随着社会的进步和信息技术的发展,服务业形式的多样化,顾客参与的内涵也会发生相应的变化。本文从顾客参与的概念、量表的开发、网络情境下顾客参与的新研究三个方面对相关理论进行综述。
The particularity of the service itself requires that the customers also participate in the production of the service while enjoying the same level of service. Different industries and customers participate in different degrees. With the development of society and the development of information technology, the diversification of service forms, The connotation of participation will also change accordingly. This article reviews the related theories from three aspects: the concept of customer participation, the development of scales, and the new research on customer participation under the network situation.