Analysis and Restoration Strategies for Waiting for Bank Services
Waiting for service has been in great concern and caused lots of doubts in the process of home banks reform and open. But this situation hasnt be improved in recent years. The article analyzes the characteristics and the origins of waiting for service on the basis of the Queuing Theory and the Service Satisfaction Theory in Services Marketing. It also concludes that the queuing problem can be solved by relieving contradictions between supply and demand and shorting the felt time of waiting. Meanwhile restoration strategy is put forward accordingly.
Waiting for service Queue management Customer satisfaction Service restoration
ZHENG Hong
Beijing International Studies University, P.R.China, 100024
国际会议
贵阳
英文
163-167
2011-12-17（万方平台首次上网日期，不代表论文的发表时间）