Service is the experience of customers, because customers are required to participate in the production and consumption in service trades. Thus, the experience of customers plays an important role in service evaluation. Experiencebased customer satisfaction model was built, after the literature was reviewed. This model was verified by an empiric study, in which tourism customer group of 976 tourists from Beijing, Tianjin, Shanxi Province, Jinagsu Province and Zhejiang Province were surveyed. Some suggestions of tourism are also proposed.
杜建刚, 范秀成. 基于体验的顾客满意度模型研究——针对团队旅游的实证研究[J]. J4, 2007, 4(4): 514-.
DU Jian-Gang, FAN Xiu-Cheng. Experience-based Customer Satisfaction Model: An Empiric Study of Tourism Teams. J4, 2007, 4(4): 514-.