Consumers’ Perception of Over-Service in the Food and Beverage Industry
碩士 === 國立高雄餐旅大學 === 餐旅管理研究所 === 99 === "Over-service" is the service which is provided to exceed customers’ expectations but is resulted in bringing negative effects on customers. From the researches of Kano’s two-dimensional quality model and the instances of Service failure, the “over-se...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2011
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| Online Access: | http://ndltd.ncl.edu.tw/handle/16356841520781185144 |