customer satisfaction and service system based on motive - hygiene theory
Critically inheriting traditional customer satisfaction theory, we advance the new customer satisfaction theory based on Motive-Hygiene Theory, point out that providing necessary hygiene is the prerequisite, while providing motivators is the key to achieve real customer satisfaction. We also discuss the characteristics of the motivators and hygiene in the field of customer satisfaction as well as the laws they obey; analyze the principles and ways of new service system design according to this new customer satisfaction theory based on Motive-Hygiene Theory.
customer satisfaction service system motive-hygiene theory customer loyalty