WALK-THROUGH AUDIT FOR ENHANCING TOTAL CUSTOMER EXPERIENCE:

THE CASE OF A FULL SERVICE RESTAURANT

M99B0235

562013(103)

WALK-THROUGH AUDIT 1. 2.Full-service restaurant

Interbrand Forum (2002)19

2.1Pine Gilmore1998

Gentile(2007)Meyer and Schwager(2007)Verhoef and Roggeveen(2009)

Driver and Johnson(2001)701.2. 3.

Schmitt (1999) Berry(2002)

2.2Fitzsimmons and Maurer (1991)(WTA)

Rowley(1999)

2.3Sulek and Hensley (2004)9

Koljonen and Reid (2000)(WTA)(CSS) 1.CSS2. WTAWTA

WTA/Fitzsimmons and Maurer (1991)42

3.1 ( 16028 2)48( )

1-55 (1/ 5/)20()103

3.31

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