基于服务质量差距模型的服务质量特性构成分析

An Analysis of Service Quality Indicators Based on Service Gap Model

服务质量的特性是研究服务质量其他问题的基石 ,只有明确了服务质量的特性 ,才能在服务质量的评估、改进、补救等方面有的放矢。目前 ,国内外的学者对这一问题已展开了研究 ,但没有形成统一的认识。在对国内外服务质量特性的研究状况加以回顾的基础之上 ,以服务质量差距模型为依据 ,合理界定了服务、服务质量和服务特征等概念 ,提出研究服务质量特性的基本原则 ,深入剖析服务质量差距产生的原因 ,并在此基础之上 。

The indicators of service quality play a fundamental role in the study of service quality issues. Only after the service features are clearly defined can solutions be found to evaluate and improve service quality and make up for service failures. The author makes a survey of service quality researches, home and abroad, adopts the analysis framework of Service Gap Model, discusses the essential topics related to service quality indicators, analyzes the general construction of service quality and suggests several academic principles for service quality indicators research.