以顧客地圖提高顧客的整體體驗 - 一個全服務餐廳的案例
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WALK-THROUGH AUDIT FOR ENHANCING TOTAL CUSTOMER EXPERIENCE: THE CASE OF A FULL SERVICE RESTAURANT 學 學 學學學 ： M99B0235 學學學學 學學學 學學 ：
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以顧客地圖提高顧客的整體體驗 - 一個全服務餐廳的案例. WALK-THROUGH AUDIT FOR ENHANCING TOTAL CUSTOMER EXPERIENCE: THE CASE OF A FULL SERVICE RESTAURANT. 學 生：賴政琳 M99B0235 授課老師：張婷玥 老師. 摘要. 在競爭激烈的餐飲業，大多數的餐廳都實施低價競爭、低利潤策略，最後終究喪失了競爭力及顧客。 若只是在致力滿足於價格及食物品質上已無法在現今的商業環境下成功。 - PowerPoint PPT PresentationTRANSCRIPT
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WALK-THROUGH AUDIT FOR ENHANCING TOTAL CUSTOMER EXPERIENCE:
THE CASE OF A FULL SERVICE RESTAURANT
M99B0235
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562013(103)
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WALK-THROUGH AUDIT 1. 2.Full-service restaurant
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Interbrand Forum (2002)19
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2.1Pine Gilmore1998
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Gentile(2007)Meyer and Schwager(2007)Verhoef and Roggeveen(2009)
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Driver and Johnson(2001)701.2. 3.
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Schmitt (1999) Berry(2002)
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2.2Fitzsimmons and Maurer (1991)(WTA)
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Rowley(1999)
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2.3Sulek and Hensley (2004)9
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Koljonen and Reid (2000)(WTA)(CSS) 1.CSS2. WTAWTA
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WTA/Fitzsimmons and Maurer (1991)42
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3.1 ( 16028 2)48( )
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1-55 (1/ 5/)20()103
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3.31
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