| ชื่อเรื่อง | : | The customer service-encounter cyclical process and its impact on the customer |
| นักวิจัย | : | Ward, Antony, , Newby, Leonce. |
| คำค้น | : | 750502 Consumer affairs. , TBA. , 940499 Justice and the Law not elsewhere classified. , 9404 Justice and the Law. , 94 Law, Politics and Community Services. , Customer services. , Consumers' preferences. , Customer service encounter -- Persona -- Purchase decision |
| หน่วยงาน | : | Central Queensland University, Australia |
| ผู้ร่วมงาน | : | - |
| ปีพิมพ์ | : | 2547 |
| อ้างอิง | : | http://hdl.cqu.edu.au/10018/4516 , cqu:2110 |
| ที่มา | : | Ward, A & Newby, L 2004, 'The customer service-encounter cyclical process and its impact on the customer', paper presented at The 2004 Australian and New Zealand Marketing Academy Conference., Wellington, NZ. |
| ความเชี่ยวชาญ | : | - |
| ความสัมพันธ์ | : | 2004 Australian and New Zealand Marketing Academy Conference. Wellington, NZ. : Victoria University of Wellington, 2004. p. 1-9 9 pages Refereed 0475222151 , ACQUIRE [electronic resource] : Central Queensland University Institutional Repository. |
| ขอบเขตของเนื้อหา | : | - |
| บทคัดย่อ/คำอธิบาย | : | This is a conceptual paper that examines the effects of the customer service encounter on customers’ perceptual states. A cyclical process comprising five phases is proposed, with the main constructs of each phase being identified. A key element in all five phases is the persona of the customer, an element that ensures that every encounter, however uniform in principle, is perceived differently. The effect of changes made on customers various perceptual states as they proceed through the process is also acknowledged, which in turn affects the future purchase behaviour of each customer. The contribution of the paper is the five part model which describes the process in five phases, the holistic perspective of the customer service encounter cycle, and the role of persona and the changing perceptual states of the customer. |
| บรรณานุกรม | : |
Ward, Antony, , Newby, Leonce. . (2547). The customer service-encounter cyclical process and its impact on the customer.
กรุงเทพมหานคร : Central Queensland University, Australia. Ward, Antony, , Newby, Leonce. . 2547. "The customer service-encounter cyclical process and its impact on the customer".
กรุงเทพมหานคร : Central Queensland University, Australia. Ward, Antony, , Newby, Leonce. . "The customer service-encounter cyclical process and its impact on the customer."
กรุงเทพมหานคร : Central Queensland University, Australia, 2547. Print. Ward, Antony, , Newby, Leonce. . The customer service-encounter cyclical process and its impact on the customer. กรุงเทพมหานคร : Central Queensland University, Australia; 2547.
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