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感知服务质量的研究综述 被引量：9

Summary of Perception Service Quality
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摘要 回顾了感知服务质量的相关研究文献,归纳了感知服务质量的概念界定、维度划分、评价模型及评价方法等方面的研究现状,最后在总结现有研究局限和不足的基础上,展望了未来的研究方向。 Based on the research literature on the perception service quality , the paper summarizes the research status from the aspects of definition, dimensions, evaluation models and evaluation methods;moreover, given the existing research limitations, it looks forwards to the direction of future researches .
作者 刘晶晶 张清禄
机构地区 华侨大学工商管理学院
出处 《东莞理工学院学报》 2014年第2期89-95,共7页 Journal of Dongguan University of Technology
基金 华侨大学中央高校基本科研业务费专项资金资助项目"基于服务特性的服务管理研究"(JB-SK1210)的阶段性成果
关键词 感知服务质量 概念界定 维度划分 评价模型 评价方法 perception service quality definition dimensions evaluation models evaluation methods
分类号 F719 [经济管理—产业经济]
  • 相关文献

参考文献17

  • 1Gronroos C. An Applied Service Marketing Theory[J] European Journal of Marketing, 1982,16(7) : 30 -41.
  • 2Lehtinen U, Lehtinen J R. Service quality : A study of quality dimensions [ M]. Helsinki : Service Management Institutes, 1982.
  • 3Parasuraman A, Zeithaml V A, Berry L L. A Conceptual Model of Service Quality and Its Implications for Future Research[ J]. Journal of Mar- keting, 1985, 49(3) : 41 -50.
  • 4Cronin J J, Taylor S A. Measuring service quality:a reexamination and extension [J] Journal of Marketing, 1992,56 (3) :55 -68.
  • 5Brady M K, Cronin J J. Some new thoughts on conceptualizing peeived service quality: a hierarchical approach [ J ]. Journal of Marketing, 2001, 65:34-49.
  • 6Hoffnan K D, Bateson J G. Essentials of service marketing[ M]. Orlando FL: The Dryden Press, 1997.
  • 7谢礼珊,李健仪.导游服务质量、游客信任感与游客行为意向关系研究[J].旅游科学,2007,21(4):43-48. 被引量：37
  • 8Gronroos C. A Service Quality Model and Its Marketing Implication[ Jl. European Journal of Marketing, 1984, 18 (d) :36 -44.
  • 9Parasuraman A,Zeithaml V A, Berry L L. SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality[ J] Journal of Retailing, 1988, 64( 1 ) : 12 -40.
  • 10Rust R, Oliver R L. Service Quality: New Directions in Theory and Practice[ M]. Thousand Oaks, CA:Sage Publication, 1994:1 -19.

二级参考文献17

  • 1Crosby Lawrence A.,Kenneth R.Evans,and Deborah Cowles.Relationship Quality in Services Selling:An Interpersonal Influence Perspective[J].Journal of Marketing,1990,54(3):68-81.
  • 2Rust Roland T.,and Anthony J.Zahorik.Customer Satisfaction,Customer Retention,and Market Share[J].Journal of Retailing,1993,Feb 69(2):193-215.
  • 3Selnes Fred.Antecedents and Consequences of Trust and Satisfaction in Buyer-Seller Relationships[J].European Journal of Marketins,1998,32:305-312.
  • 4Zeithaml Valarie A.,Leonard L.Berry and A.Parasuraman.The Behavioral Consequences of Service Quality[J].Journal of Marketing,1996,April 60:31-46.
  • 5A.Parasuraman,Valarie A.Zeithaml and Leonard L.Berry.SERVQUAL:A Multiple--Item Scale for Measuring Consumer Perceptions of Service Quality[J].Journal of Retailing,1988,Spring 64(1):12-37.
  • 6Valarie A.Zeithaml,Leonard L.Berry and A.Parasuraman.The Behavioral Consequences of Service Quality[J].Journal of Marketing,1996.April 60:31-46.
  • 7Richard L.Oliver.Satisfaction:A Behavioral Perspective on the Consumer[M].New York,NY:Irwin-McGraw-Hill,1997.
  • 8Anderson,James C.and James A.Narus.A Model of Distributor Firm and Manufacturer Firm Working Partnerships[J].Journal of Marketing.1990.Jan 54:42-58.
  • 9Hair Joseph F.Jr.,Rolph E.Anderson,Ronald L.Tatham,and William C.Black.Multivariate Data Analysis[M].Fifth Edition.Upper Saddle River,NJ:Prentice Hall,1998:449.
  • 10A.Parasuraman,Valarie A.Zeithaml and Leonard L.Berry.SERVQUAL:A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality[J].Journal of Retailing,1988,Spring 64(1):12-37.

共引文献212

同被引文献81

引证文献9

二级引证文献19

东莞理工学院学报
2014年 第2期

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