Reality or Perception?
研究了实际服务绩效与客户感知绩效对满意度的影响，发现实际绩效能直接预测满意度，且客户比较标准也有直接和间接作用，而归因则主要影响满意度水平。
The extent to which actual (rather than perceived) performance influences customer satisfaction has received limited attention by researchers, yet it is important for managers to understand the extent to which customer perceptions and behavioral intentions are associated with actual service performance. This study investigates the links between actual and perceived performance, customer standards, attributions, satisfaction, and behavioral intention. The results suggest that actual performance is a significant predictor of customer satisfaction, separate from its indirect association via perceived performance. Customers' comparison standards are also suggested to affect satisfaction both directly and indirectly. Customer attributions, in contrast, do not appear to influence performance judgments but are significantly associated with satisfaction levels. Customer experience is shown to be associated with satisfaction via an interaction effect and also to be significantly associated with behavioral intentions. The implications for research and management are discussed.