影响服务质量的几种差异分析

Analysis on the Gaps in Service Quality

本文首先论述了服务质量管理与产品质量管理相比所具有的特殊性，然后详细分析了服务质量管理中可能存在的五种差异：顾客对服务的期望和管理人员对顾客期望的理解之间的差异；管理人员对顾客期望的理解同企业制定的服务质量标准之间的差异；企业制定的服务质量标准同企业实际提供的服务质量之间的差异；企业实际提供的服务质量同企业宣传所描述的企业能提供的服务质量之间的差异；以及顾客对服务的期望和对实际得到的服务的感觉之间的差异。本文指出了这五种差异的产生原因，以便为企业改进服务质量管理提供思路。

This paper first described the peculiarities of the service quality management compared with the product quality management, and then discussed in detail the gaps exist in the service quality management which are the gap between customer expectations and management perceptions of customer expectations; the gap between management perceptions and service quality specifications; the gap between the service quality specifications and the service delivered actually; the gap between the service delivered actually and external communications; and finally the gap between perceived service quality by customers and management perceptions of customer expectations. The causes of these gaps are pointed out in order to give service enterprises some hints to improve their service quality.