服务质量管理研究的回顾与现状探析

Study on the Research of Service Quality Management

服务经济时代,服务质量管理是服务运作和服务营销的重要研究问题之一。通过对服务质量形成机制、评价及管理三个领域文献的搜集与整理发现,此类研究可归纳为由两个条件和两部分内容组成的服务质量管理模型:Gronroos的顾客感知服务质量和PZB的五差距等差距模型反映了服务质量的核心形成机制,顾客特征及心理因素是其重要影响因素;SERVQUAL作为典型的服务质量测量表,常被与模糊数学、DEMATEL法综合运用于服务质量评价与改进;服务质量管理包括以服务接触相关要素管理为主的功能质量管理和以服务质量系统改进为主的技术质量管理。此外,网络环境下,服务质量具有特殊的形成机制,决定了其评价与管理的新特点。当前,在服务科学框架下进行服务质量管理研究渐成趋势,未来研究可结合网络特征和新兴服务业,关注服务质量动态特征及科学评价方法,展开行业或城市层面的服务质量管理研究。

In the era of service economy, service quality management is an important research area. Based on searching and analyzing papers about service quality management including service quality funning mechanism, evaluation and management, conclusions can be drawn as follows： Service quality is not only equal to the gap of perspective and expectation which has been described by service quality gap models such as customer perceive service quality model proposed by Gronroos and five gaps-toleration zone model proposed by PZB, but also be influenced by population characteristic and customer psychology elements in buyer-seller interactions. SERVQUAL has been extensively tested and applied even for composite evaluation with other methods such as fuzzy mathematical, DEMATEL Service quality management includes functional quality management focusing on important elements in service interaction and technical quality management focusing on improving service quality system. In the network environment, there are some new research areas for service quality. At last, a service quality management model is provided. In the future, within the framework of service science, service quality management in network environment, service quality feature of new service industries, dynamic service quality, science method of service quality evaluation and service quality management in the perceptive of service industry or city should be paid more attention to.