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一、关系质量概念关系质量指顾客对服务性企业及其员工的信任感和满意程度。为顾客提供专业服务(例如会计服务)、金融服务(例如保险服务)和商业服务(例如广告代理服务)的服务性企业应重视关系质量。这些企业有以下三个共同的特点:(1)服务人员为顾客提供复杂、持续的定制化服务;(2)许多顾客对这些服务不够了解,缺乏专业知识,往往无法正确评估服务实绩;(3)市场环境和供求关系经常变
First, the concept of relationship quality Quality of relationship refers to the trust and satisfaction of customers with service companies and their employees. Service companies that provide professional services (such as accounting services), financial services (such as insurance services), and business services (such as advertising agency services) to customers should pay attention to the quality of the relationship. These companies have the following three common characteristics: (1) service personnel provide customers with complex and continuous customized services; (2) many customers do not know enough about these services, lack professional knowledge, and often cannot properly evaluate service performance; (3) ) The market environment and the relationship between supply and demand often change