服务质量的要素、测量及关系研究

Service Quality:A Literature Review Concerning the Factors,Measures and Relationships

服务质量概念是由对产品质量的定义逐渐延伸到服务中而产生的。基于对服务质量的相关研究文献的回顾,从服务质量要素、服务质量测量及服务质量与顾客满意、顾客忠诚、企业绩效之间的关系研究角度来展开论述,对服务质量的国内外相关研究做了一些总结与展望。服务质量的研究经历了一个由概念界定、测量维度的探索向服务质量与其他服务要素之间的关系及在不同行业的适用性逐步扩展的过程,对于服务行业及服务质量标准的制定都是一个不可缺少的参考要素。

The interest in service quality has increased exponentially during the 1980s. The concept Service Quality emerged gradually from the extended definition of product quality. This article reviewed from the historic views of studies on Factors of Service Quality, Measures of Service Quality, the Relationships among Service Quality, Customer Satisfaction, Customer Loyalty and Corporation Performance, and provides some summaries and expectations according to the related studies on Service quality.