基于顾客导向的供应链服务质量概念模型研究

Research on Concept Model of Service Quality in Supply Chain based on Customer Orientation

通过对服务质量、服务质量模型、供应链中的服务质量进行文献回顾,本文结合供应链特征,综合考虑Parasuraman et al.以及Brady and Cronin的研究成果,并克服传统单个企业与顾客之间感知服务质量差距研究的缺陷,分别从内部及外部角度差距分析、探索供应链不同层级企业之间相互感知差距细节,及其对最终顾客感知的影响,旨在构建供应链服务质量概念模型。

By reviewing literature about service quality, service quality model and service quality in supply chain, and by combining with the characteristics of supply chain, the paper considers comprehensively Parasuraman et al. , Brady and Cronin＇s research, and overcomes the limitations of study of perceived service quality between single enterprise and customer. On this basis, the paper applies gap analysis and explores gap details among enterprises under different levels of supply chain and its influence on final customers＇ perception to develop the concept model of service quality in supply chain from the internal and external viewpoints respectively.