摘要
随着服务经营理念的引入,服务质量管理成为近年来国内外企业组织运营及质量管理领域研究的新热点,而目前的相关研究在国内还处于起步阶段。服务质量系统是服务组织通过终端将标准化的产品或服务有效传递给顾客的行为交互系统,该系统主要包括组织决策、终端服务和顾客感知三个层次。本文结合国内外相关理论研究分析了三个层次的要素构成,在此基础上讨论了服务质量未来的研究方向和对管理实践的启示。
With the introduction of the operation principle , service quality management has become a hot spot of research in the field of business operation and quality management at home and abroad in recent years , yet the research in China is still at the beginning stage .Service quality is a behavior interaction system , in which service organizations deliver standardized products or services to customers through its terminals .This system consists of three levels:decision-making of service organi-zations, services provided at service terminals , and customers'perception of the services .Based on the relevant theoretical re-search at home and abroad , this paper studies the components of the three levels of interaction system of service quality .It al-so discusses the future direction of research and its inspiration to management practice .
出处
《财经论丛》
CSSCI
北大核心
2014年第4期81-85,共5页
Collected Essays on Finance and Economics
关键词
服务质量
要素结构
组织决策
终端服务
顾客感知
Service quality
Element structure
Service organization
Service terminal
Customers'perception