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期望管理的相关理论1982年,芬兰学者Gronroos将顾客感知的服务质量定义为顾客对服务的期望与感知服务绩效之间的差异比较,认为对服务的满意程度取决于实际的服务与原来期望的差异;1985
In 1982, Finnish scholar Gronroos compared the perceived quality of service to the difference between perceived service performance and perceived service performance. The degree of satisfaction with service depends on the difference between actual service and original expectation ; 1985