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1988年,美国服务营销组合提出了SERVQUAL服务质量评价方法,其后,学者们相继构建了SERVPERF等一系列测量工具。但上述服务质量度量方法都是基于实体场景下的服务质量度量,而20世纪60年代后,随着互联网的快速发展,越来越多的服务(包括有形产品的附加服务)通过在线方式,而不是实体店的方式传递给顾客。在有形场景下顾客对服务质量进行判断所依赖的要素(我们可以称之为physical evidence,tangibility,或者是servicescape)
In 1988, the United States service marketing portfolio proposed SERVQUAL service quality evaluation methods, then, scholars have built a series of SERVPERF measurement tools. However, the above measures of service quality are all based on quality of service (QoS) metrics in physical scenarios. Since the 1960s, with the rapid development of the Internet, more and more services (including additional services for tangible products) have been online through Not a physical store way to pass to customers. Customers in the physical scene to judge the quality of service depends on the elements (we can call physical evidence, tangibility, or servicescape)