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 :
Jan 03, 2016
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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