服务业等候质量量表的开发与应用——基于顾客感知的视角

The Development and Application of a Measuring Scale for Waiting Quality in the Service Industry——Based on Customer Perception

在服务行业,等候通常难以避免且对顾客的服务体验有直接的影响。因此,等候管理逐渐受到服务企业的重视。按照通行的营销量表开发程序,以文献分析和焦点小组访谈等定性研究为基础,确定了等候质量量表的初始题项。在此基础上,通过预调研对初始量表进行了净化处理。利用大规模调研收集到的数据,开发了由顺畅性、舒适性、公平性、沟通性和关怀性等5个维度构成的等候质量量表,并对量表的信度和效度进行了检验。

Waiting is inevitable in the service industry and has a direct effect on customer experiences.Hence,the service businesses have attached more and more importance to the management of waiting quality.In accordance with the general development program of marketing scales and based on such qualitative methods as literature review and focus group interview,the initial items of a waiting quality scale were formulated.Then the initial measuring scale was purified through a pre-test.Making use of the data collected from a large-scale survey,the dimensions and indices of the waiting quality scale were determined and its reliability and validity were examined.