论餐饮干事营销中的顾客希冀治理(国外英文资料).docVIP

论餐饮服务营销中的顾客期望管理(国外英文资料) Customer expectation management in catering service marketing Abstract: in the development of market economy, most service enterprises should win the customers first, then they can win the market at the end. But the service product has certain particularity, the food and beverage service should understand customer expectations of service quality, at the same time, through the corresponding marketing has certain guidance and management of customer expectations and needs to take corresponding measures to exceed customer expectations, to win customer satisfaction, so as to enhance their competitiveness. Keywords: catering service marketing; Customer expectations; management Customers feel satisfied with the service quality of the basic content is: the customer after receiving services of perception and the expected effects, in comparison with the expectations of forming a pleasure. Customer expectation is the basis of customer evaluation service, the standard of customer expectation and the formation process can be fully understood and managed well. Once the customers expectations are high, the enterprise will improve the quality of the service accordingly, thereby increasing the cost of the service and thereby reducing the revenue. One, customer expectation Customer expectations are usually defined as standards that are met or achievable in the customers mind, so that the service is evaluated. According to the different levels of customer expectations can be divided into desired service expectations and appropriate service expect two limits, among them, the ideal service refers to the desired level of customers hope to get the service performance level, is the level of customer service expectation standard, when the service quality to achieve a certain level, the customer with a good sense will achieve satisfactory state; And appropriate service expectation levels mean when customers feel poor levels of service, the customer service expectatio