服务主导逻辑下服务质量评价模型构建与实证研究——以展览企业参展商服务为例

An Empirical Study on Service Quality Evaluation Model Based on Service-dominant Logic——A Case Analysis of Exhibition Enterprise'Exhibitors Service

基于服务主导逻辑,提出服务质量评价包括物理环境、专业服务及核心利益3个维度,而服务态度和行为属于共同性要素,可将顾客参与作为影响服务质量评价的前置变量,间接分析共同性要素的影响作用。最终,以展览服务为例,构建了展览服务质量评价模型,并进行了实证分析。

Based on service-dominant logic, this paper proposes service quality evaluation includes three different dimensions, which are physical environment, professional services and core interests, and suggests the service attitude and actions of the service personnel are the general components of service quality evaluation. It puts forward that customers＇ involvement could be antecedents of service quality evaluation and could replace the effects of general components. In the end, taking the exhibition services as an example, an exhibition service quality evaluation model is constructed and empirically tested.