ISSN 1671-3710
CN 11-4766/R
主办：中国科学院心理研究所
出版：科学出版社

心理科学进展 ›› 2002, Vol. 10 ›› Issue (4): 460-465.

• • 上一篇    下一篇

服务质量差异模型及应用

丁夏齐;徐金灿;马谋超   

  1. 中国科学院心理研究所,北京大学新闻与传播学院,中国科学院心理研究所 北京100101 ,北京100871 ,北京100101
  • 收稿日期:1900-01-01 修回日期:1900-01-01 出版日期:2002-08-25 发布日期:2002-08-25
  • 通讯作者: 丁夏齐

INTRODUCTION TO GAP MODEL OF SERVICE QUALITY AND ITS APPLICATION

Ding Xiaqi1 Xu Jincan2 Ma Mouchao1 (1Institute of Psychology, The Chinese Academy of Sciences, Beijing 100101) (2Peking University, Beijing 100871)   

  • Received:1900-01-01 Revised:1900-01-01 Online:2002-08-25 Published:2002-08-25

PDF (PC)

2831

被引次数

102

摘要： 服务是市场营销的重要因素。服务质量差异模型认为现实的服务、感受到的服务和期望的服务之间存在差异。消费者评价服务质量,有两种标准,一种是期望标准,一种是最低可接受标准,二者之差形成可接受区间。以该模型为指导的Servqual量表在服务质量研究领域得到了广泛的应用。

关键词: 服务, 服务质量差异模型, Servqual量表

Abstract: Service is a key factor in marketing. In the gap model of service quality, there are gaps among the service quality that companies provide, the quality that consumers perceive and the quality that consumers expect. There are also two standards when consumers evaluate the service quality. One is 揳nticipant quality and the other is the lowest acceptable quality. The difference between these two standards is zone of tolerance? A questionnaire called Servqual which is based on the model is widely applied.

Key words: service, gap model of service quality, Servqual