消费信息及其传播方式对顾客满意过程的影响

顾客在产品／服务的消费过程中会接触到大量的消费信息,这些信息对消费者消费行为和满意程度起着重要作用。本文着重于研究消费信息在产品／服务的整个消费过程中各阶段的表现形式和作用,并从总体上评价我国的消费信息传播方式以及传播过程中的噪音对顾客期望和顾客满意程度的影响,最后讨论了网络信息经济的出现对传统信息源的变革。

Influences of Information and Its Spreading Ways on Customer Satisfaction Process

There is much information in the consuming process of products and services, which affects the customer's behavior and satisfaction. The paper emphasized on the functions and forms of information in every phase of consumption, evaluated the effects of information and its spreading ways on customer expectation and satisfaction, especially those caused by "spreading noises". Finally, the paper gave a discussion about the emergence of network, as well as the transformation it brought to the traditional information resources.