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Please use this identifier to cite or link to this item: http://research.bfu.bg:8080/jspui/handle/123456789/102

Заглавие: Надхвърляне на очакванията на клиента при услуга: възможност или необходимост за постигане на лоялност
Други Заглавия: Exceeding customer expectations for a service: opportunity or neccessity for customer loyalty achievement
Автори: Anastassova, Lina
Ключови Думи: customer expectations
exceeding expectations
service design
customer loyalty
Issue Date: 2010
Издател: Бургаски свободен университет, 8000 Бургас, бул. "Сан Стефано" №62
Серия/Отчет но.: BFU TOM XXIII;str-8
Резюме: Тhe study is examining the necessity of exploring and understanding customer expectations and the need of service design in order not only to fulfil but to exceed customer expectations. The first part of the study explores the essence and characteristics of the services and the concept of service quality of A. Parasuraman and V. Zeithaml which is one of the best service quality models. The second part of the study defines the etapes of service design and analyses different cases for successful service design containing positive experience and emotions which leads to customer retention and loyalty. The conclusions and suggestions for successful service experience strategies are drawn on the content analysis of qualitative data from consumer forums, hotels’ and services’ web sites and personal observations and service experience of the author with the investigated brands.
Описание: Годишник на БСУ 2010 том XXIII
URI: http://research.bfu.bg:8080/jspui/handle/123456789/102
ISSN: 1311-221-X
Appears in Collections:2010

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