摘要
零售业服务质量不仅影响顾客满意度,还会影响顾客忠诚度。目前,国内对零售业服务质量的研究不仅限于服务质量量表的探索性研究,还涉及到对顾客满意度和忠诚度影响的实证研究。未来的零售业服务质量研究除了在多个业态方向继续深入外,服务质量量表的探索性研究也会加大力度,而服务质量与顾客满意度及忠诚度的关系会是研究的重点。
The service quality of retail industry not only affects customer satisfaction,but also influences customer loyalty.Nowadays,the researches on service quality of retail industry are concerned with empirical study on exploration of scale of service quality and relation among service quality,customer satisfaction and loyalty.In addition to further studying on multi-retail formats,the researchers will not only pay more attention to exploratory study on scale of service quality,but also focus on how the service quality plays a great role in customer satisfaction and loyalty.
出处
《企业活力》
2011年第8期16-20,共5页
Enterprise Vitality
