传世经典

……当春天从玫瑰红的云彩中露出她的碧眼,当阳光在我的书桌上闪烁时,我渴望的发疯般地闻一闻那百花绽放的大地的芳香,看一看那山坡上落叶松的葱郁,听一听高地上云雀的歌唱。曾几何时,似乎比童年还要遥远的那个时刻,我满腔热情地拿起了笔。如果那时我的手在颤抖,那也只是因为希     

Communication Practices of Professional Service Providers: Predicting Customer Satisfaction and Loyalty

This study examined customers' perceptions of personalized service communication performance in relation to their expectations as predictors of their satisfaction and loyalty intentions in four professional service contexts. Survey data were obtained from 253 customers regarding their expectations and experiences with physicians, dentists, auto mechanics, or hairdressers. Multisample covariance structure analysis procedures were performed to assess the level of support for alternative theoretical models across all four professional contexts. Results provided support for one model, specifying that customers' perceptions of communication performance accounted for significant variation in customer satisfaction, which, in turn, predicted customers' loyal behavioral intentions. Customers' expectations did not play an influential role in predicting customer satisfaction and loyalty, as proposed in an alternative model