Anonymous
Anonymous asked in 教育與參考其他:教育 · 1 decade ago

找Maister, D.H. (1985)的研究

我找了很久都找不到

有沒有人可以幫我找到

非常感謝

Maister, D.H. (1985), ``The psychology of waiting lines'', in Czepiel (Ed.), The Service Encounter,

Lexington Books, Lexington, MA, pp. 113-23.

1 Answer

Rating
  • 1 decade ago
    Favorite Answer

    很幸運的,這個學者有把他的文章全文分享出來。

    你可以點這個連結看網頁全文版的

    http://davidmaister.com/articles/5/52

    或是點這個連結看pdf版的 (不過是他再版後的電子檔)

    http://davidmaister.com/pdf/PsycholgyofWaitingLine...

    祝你好運!

    ----------------------------------------------------------------------------------

    The Psychology of Waiting Lines

    by David Maister 1985

    Introduction

    In one of a series of memorable advertisements for which it has become justly famous, Federal Express (the overnight package delivery service) noted that: “Waiting is frustrating, demoralizing, agonizing, aggravating, annoying, time consuming and incredibly expensive.” (1)

    The truth of this assertion cannot be denied: there can be few consumers of services in a modern society who have not felt, at one time or another, each of the emotions identified by Federal Express’ copywriters. What is more, each of us who can recall such experiences can also attest to the fact that the waiting-line experience in a service facility significantly affects our overall perceptions of the quality of service provided.

Still have questions? Get your answers by asking now.