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随着服务经济的发展,在服务组织对顾客的服务质量感知越来越关注的促使下,越来越多的学者纷纷参与了测量服务质量感知的研究,提出了越来越多的测量模型方法西班牙卡塔赫纳技术大学管理和营销系的何塞·A.马丁尼兹和劳拉·马丁尼兹于近期的《零售与消费者服务》杂志(Journal of Retailing and Consumer Services)发表论文《关于服务质量的概念界定与测量研究》文章对服务质量概念界定和测量的相关文献进行了讨论,对25年来提出的一些重要模型作了描述,并从这些概念界定中推导出一些普适和通用的等式和模型文章总结了各种模型的特点和优缺点,以便研究者们能够在使用它们时达成一致共识为了帮助人们理解服务质量模型,作者从实证主义和建构主义的角度探讨了服务质量的范例,并从反映性模型与构成性模型的争论中,分析了服务质量的多维属性,并从发展出更具有创新性的服务质量模型目的出发,提出了三种定量分析选项,以减少目前广泛使用的模型所存在的局限性。
With the development of service economy, more and more scholars are involved in the research of measuring the perception of service quality driven by the growing concern of service organizations on customer service quality. More and more measurement model methods José Martínez and Laura Martínez of the Department of Management and Marketing, Technical University of Cartagena, Spain, published a paper on the recent Journal of Retailing and Consumer Services This article discusses the literature related to the definition and measurement of the concept of service quality. It describes some important models that have been put forward in the past 25 years. From these definitions, some general and general Equations and model articles summarize the features, strengths and weaknesses of the various models so that researchers can reach consensus when using them. To help people understand the quality of service model, the author explores the quality of service from a positivist and constructivist perspective Paradigm, and from the controversy between the reflective model and the constitutive model, analyzes the multidimensional attributes of service quality, and from the development The purpose of quality service model more innovative point of view, quantitative analysis proposes three options to reduce the limitations of the widely used model exists.