摘要： 文章在介绍顾客满意概念的基础上,围绕与满意度有关的顾客对服务的期望与感受两个方面进行讨论。主要阐述顾客期望层次论的产生,发展,理论框架及具体含义,并结合目前我国护理现状,探讨如何在护理服务实践中运用顾客期望层次论。强调医院管理者重视对顾客期望层次的了解对有效提高顾客的满意度具有积极的促进作用。

Abstract: The two main aspects-the expectation and the feeling to service which were closely related to the customer satisfaction, were discussed in the article based on the introduction of the concept of customer satisfaction. The origin, development, theoretical