摘要
服务质量是近年来国内实务界与学术界都相当关注的热点问题。文章针对过去15年西方企业服务质量研究的经典理论和测量方法,例如PZB服务质量模式、SERVQUAL、SERVPERF等,进行回顾、分析、评价,并提出建议。目前,学术界还是以SERQUAL直接衡量消费者的满意程度比较普遍。企业应当有自己的服务质量评价体系,并将其与顾客感知服务质量评价体系有效结合。
Service quality is a critical issue for both practical and theoretical sides in recent China. This paper reviews some classical theories of service quality; analysis, comparison and suggestions about those standpoints such as PZB mode, SERVUAL and SERVPERF are also presented. Basically, it＇s more popular to evaluate customer satisfaction with SERVQUAL in academic fields. Also, corporations should build their own service quality evaluation systems effectively by considering customer＇s perception investigation mechanism.
出处
《改革与战略》
北大核心
2009年第1期210-212,共3页
Reformation & Strategy
关键词
服务质量
消费者满意
PZB
service quality （SERVQUAL）
customer satisfaction
PZB
