顾客感知服务质量的价值曲线评价方法

Value Curve: The Assessment Method for Consumer Perceptions of Service Quality

激烈的竞争和快速的变化使许多服务和零售企业进一步寻求使其能够标新立异的获利途径。在这些企业中，与成功紧密联系的一个战略是输送高质量的服务。然而，对于服务质量的衡量及评价方法乃至如何发现使顾客感知服务质量产生质的飞跃的关键要素问题，一直困扰着理论研究者和实践开发者。本文打破传统的逻辑战略思维，从价值创新的思路出发提出了价值曲线评价方法。该方法是发现使顾客感知服务质量产生质的飞跃的关键要素的有效方法之一。文章首先论述了价值曲线评价方法的步骤，接着从五个方面论述了该方法的逻辑思路，最后提出了实施价值曲线评价方法的五个平台。

Intense competition and quick-changing make many services and retailing enterprises further seek the way of reaping profits that can make it create something new and original. In these enterprises, the strategy that closely gets in touch with success is carrying the high quality service. But the assessment method for consumer perceptions of service and the critical factor to make the customer perceived quality produce a essential leap have been the qualitative problem that perplex the researchers and practice men. In this paper, The traditional logical thought of strategy is broken. This paper puts forward the value curve evaluation method from the trail of thought of value innovation, and this method is one of the effective methods that can discover the critical factor to make the customer perceived quality produce a essential leap. The paper has firstly discussed the step of value curve evaluation method, and then interpreted the logical trails of thought from 5 aspects, and it has finally put forward 5 platforms that the value curve evaluation method is executed.