刀具外包服务质量规范化管理的研究

Research on Normalized Management of Cutter Outsourcing Service Quality

依据Parasuraman、Berry和Zeithaml的服务质量差距模型和SERVQUAL标尺,分析了刀具外包服务质量存在的差距,设计了刀具外包服务质量的度量方法,分析验证了差距模型和SERVQUAL标尺在制造企业刀具外包中的服务质量规范化管理中是可行的。

According to Parasuraman, Berry and Zeithaml＇s service quality gap model and SERVQUAL instrument, the paper analyzes the gap between cutter outsourcing service quality, designs the cutter outsourcing SERVQUAL instument to evaluate the service quality and analyzes the feasibility of applying gap model and SERVQUAL instrument in the mormalized management of cutter outsourcing service quality.