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  • 第2章 服务体验及其模型

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    xinearpinger
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    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
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    17 views24 pages

    第2章 服务体验及其模型

    Uploaded by

    xinearpinger

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 24

    2

    2012/4/12

    2012/4/12

    1
    service encounter

    Surprenant & Solomom1987

    Shostack1985

    2012/4/12

    2
    -
    --

    -
    ATM-

    2012/4/12

    2012/4/12

    2012/4/12

    moment of truth

    2012/4/12

    experience

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    2012/4/12

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    12

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    3
    o

    o
    o

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    15

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    AB
    A

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    A
    B

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    1
    2
    3

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