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简要介绍了服务与服务质量的基本概念及其特征,讨论了顾客服务过程的相关活动及服务质量的管理要求,并结合Parasuranman、Zeithaml、Berry等人的研究成果,给出了服务质量评价的理论模型和SEVRQUAL评价方法。
The basic concepts and characteristics of service and service quality are briefly introduced. The related activities of customer service process and the management requirements of service quality are discussed. Based on the research results of Parasuranman, Zeithaml and Berry, the theory of service quality evaluation Model and SEVRQUAL evaluation method.