摘要
从一个较新的视角透视、分析了服务质量及其评价标准特征,即顾客感知的服务质量和顾客满意度。顾客感知的服务质量包括两个方面,即产出的技术质量和过程的职能质量;服务质量等价于顾客满意度。然后基于对服务质量的新评价思想,提出实施服务补救策略是提升服务质量必然选择的策略以及服务补救策略实施的具体运作技术。
From a new perspective, this paper analyzes the two characteristics of service quality and its evaluation: customer perceived service quality and customer satisfaction. Customer perceived service quality includes two aspects, namely, the technical quality of the output and the functional quality of the process. Service quality equals to customer satisfaction. Based on those new evaluation thoughts, the tactics of service recovery that can promote service quality are put forward, and operating techniques of service recovery are also discussed.
出处
《管理科学》
CSSCI
2004年第3期72-75,76,共5页
Journal of Management Science
关键词
服务质量
职能质量
顾客满意
服务补救
Service quality
Functional quality
Customer satisfaction
Service recovery
