摘要
认为服务质量具有两面性,揭示了服务质量的互动性、序数性、无界性、依附性、锁定性和期权性等特性;分别从市场竞争、市场营销和市场创新等方面探讨了服务质量的功能。
It is pointed out that quality of service has double - face characters. The characters of quality of service are analyzed, such as interactivity, ordinal number, limitless, dependence, locking - in and option. The function of quality of service is discussed from the point of market competition, marketing and market innovation.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2007年第3期131-135,共5页
Journal of Wuhan University of Technology：Information & Management Engineering
关键词
服务质量
服务特性
服务功能
quality of service
character of service
function of service
