摘要
目前，我国关于服务问题的研究多停留在产业结构分析的宏观层次上，对于服务企业的管理研究较少，特别是在顾客感知质量管理的内涵、构造、评价方法及其管理的研究领域，理论对管理实践的指导作用十分有限。而且我国服务业的经济环境和文化氛围与西方存在很大差异，单纯照搬西方的服务质量评价模型，不能准确地评价我国的服务质量，因此要在顾客感知服务质量基础上建立适合我国服务质量管理现状的差距分析模型。
Based on the study of total perceive quality theory, the service quality theory and the information of instant foods operation, SERQUAL model was modified to establish a new SERQUAL model of instant foods business, including 6 service quality dimensions and 24 indexes. The data of service quality in many a instant foods shop have been collected. Then we applied the new model to evaluate its service quality. Meanwhile the feasibility of the model has been validated and some corresponding advices will be exhibited.
出处
《中国质量》
2006年第11期35-37,共3页
China Quality
