基于自助服务技术情境的服务质量与顾客满意度研究综述

Literature Review of Service Quality and Customer Satisfaction in the Context of Self-service Technology

自助服务技术改变了顾客与员工沟通的传统方式,已在多个行业被普遍应用。服务质量是衡量顾客满意度的重要影响因素,因此有必要针对现有的基于自助服务技术情境的服务质量相关研究进行综述。首先,介绍了自助服务技术的定义和优势,总结了自助服务技术的顾客采纳和满意度影响因素。然后,由于顾客将服务质量维度作为对服务评价的核心,所以重点梳理和总结了不同行业基于自助服务技术情境的服务质量测评量表,以明晰影响顾客满意度的关键服务维度,为各类组织提升服务质量提供科学依据。最后,通过对现有文献的分析与总结,提出未来的重点研究方向。

Self-service technology(SST)has been widely adopted in many industries,which changes the traditional customer-employee interaction way.Because service quality is an important factor in measuring customer satisfaction,it is necessary to review the service quality literature in the context of SST.First,the definition and advantages of SST were introduced,and some influencing factors of customer adoption and satisfaction were summarized.Second,because customers took the service quality dimensions as the core of service evaluation,the various service quality measurement scales in the context of SST in several industries were presented to clarify the key service dimensions for customer satisfaction.These studies provided theoretical guidance for various organizations to improve their service quality.Finally,several important future research topics were put forward through analysis and summary of the current literature.