论文部分内容阅读
在西方第三产业迅猛发展之前,企业及营销界的学者关注的都是产品质量的提升、维护以及顾客对于产品质量的评价;当第三产业兴起后,服务质量也越来越受到企业和顾客的关注,尤其当产品同质化后,企业的竞争点也由客观质量转向了服务质量。本文梳理了西方学者关于感知质量的研究成果,包括概念界定、感知质量的测定和影响因素。
Prior to the rapid development of the tertiary industry in the West, scholars in the fields of business and marketing paid attention to the enhancement and maintenance of product quality and the evaluation of product quality. When the tertiary industry emerged, the quality of service was more and more influenced by enterprises and customers Concern, especially when the product is homogenized, the competitive point of the enterprise also turns from the objective quality to the service quality. This paper reviews the research results of western scholars on perceived quality, including the definition of concepts, the determination of perceived quality and its influencing factors.