Assignment First

論文代寫:服務恢復悖論的理論

服務恢復悖論有三個常見的理論:不確認模型的期望、代幣券理論和承諾-信任理論。根據不確認模型的期望,消費者滿意度是評價過程的結果,消費者根據服務的預期性能來判斷服務的真實體驗。消費者的服務期望可以定義為基準標準,並以此為基準,由顧客來判斷所接受的服務質量。

論文代寫:服務恢復悖論的理論

根據腳本理論,關於服務的信息作為後續操作保存在客戶的內存中,這些操作以特定的順序出現。因此,由於與預期的事務腳本的差異,服務的失敗增強了消費者的敏感性和意識。此外,根據承諾-信任理論,良好的服務回收直接影響消費者對公司的依賴程度。它大多與關系營銷相關,都同樣關註客戶的滿意度、忠誠度和信賴度。

論文代寫:服務恢復悖論的理論

There are three common theories of services recovery paradox: expectancy of disconfirmation model, Scrip theory and commitment-trust theory. According to the expectancy of disconfirmation model, consumer satisfaction is the result of an evaluation procedure in that the consumers judge the real experience of the service against expected performance from the services. The service expectations of consumers can be defined as the benchmark standard and against this benchmark, and the customers judge the received service quality .

論文代寫:服務恢復悖論的理論

According to the script theory, the information about the services is held in the memory of the customers as subsequent actions, which become apparent in a specific order. Therefore, the failure of the service amplifies the sensitivity and awareness of the consumers owing to the divergence from the predicted transactional script. Moreover, as per the commitment-trust theory, an excellent service recovery has a direct impact on the reliance that the consumers have in the company. It is mostly connected with the relationship marketing, and both have the same focus on the customers’ satisfaction, commitment and reliance.