摘要
服务质量可以划分为互动质量、实体环境质量和产出质量。根据不同性别以及关系长度之间的调节效果来检验三种服务质量要素对顾客满意度的影响效果,结果发现:不同性别和关系长度的顾客感知的互动质量以及产出质量对顾客满意的影响效果有显著差异。通过借鉴这些研究结果,服务业管理者可以更有效地改善服务质量,提高顾客满意度。
The interaction with customers, creation of atmosphere and the total output are three key factors to assess the quality of service. The influences of the three factors on customer satisfaction are examined herein according to different gender and the adjustable effects of relationship length. It has been shown that the interaction and output accomplished by people with different genders and relationship length can influence customer satisfaction distinctively. Such conclusions could be referred to so as to improve the quality of service and make customers more satisfactory.
出处
《延边大学学报（社会科学版）》
2010年第6期111-116,共6页
Journal of Yanbian University：Social Science Edition
关键词
服务质量
顾客满意度
性别
关系长度
quality of service
customer satisfaction
gender
relationship length
