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International Conference on Engineering and Business Management (EBM 2010 PAPERBACK)

Chengdu,China,China,3.24-3.26,2010

ISBN: 978-1-935068-05-1 Scientific Research Publishing, USA

Paperback 6066pp Pub. Date: March 2010

Category: Engineering

Price: $280

Title: Service Cues Facets Empirical Research
Source: International Conference on Engineering and Business Management (EBM 2010 PAPERBACK) (pp 2301-2304)
Author(s): Hongbing Lu, College of Management, Dalian Jiaotong University, Dalian, China, 116028
Abstract: Abstract: Successful operation of service organizations depends on effective management of customer perceived service cues. Based on the literature review, the qualitative study of customer perceived service cues was made through focus group, and the initial items of customer perceived service cues were extracted. Using factor analysis and other research methods, five facets of customer perceived service cues were gotten: humanics cues, functional cues, added cues, marketing mix cues and mechanics cues. Clearly and consistently designing and orchestrating service cues is a critical management responsibility for managers, and they need to be cue conscious.
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