| 摘要: |
| 通过调查和统计发现,面对面接触服务顾客感知质量影响因素有5个,依次是服务技能、服务态度、服饰仪表、信息提供和服务效率;无论专业服务人员还是辅助服务人员,服务技能和服务态度都是影响顾客感知服务质量的最重要因素;男性顾客和女性顾客对于面对面接触服务感知质量影响因素存在一定差别,男性顾客对于服务技能较为看重,女性顾客对于服务技能和服务态度都非常看重。 |
| 关键词: 面对面接触服务 顾客感知服务质量 专业服务人员 辅助服务人员 |
| DOI： |
| 分类号:F719 |
| 基金项目:国家自然科学基金资助项目(70872101) |
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| Research on the Factors That Influence Customers Perceptive Service Quality of Face to Face Encounter |
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ZHANG Shengliang, LING Juan
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(School of Management, China University of Science and Technology, Hefei, Anhui 230026, China)
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| Abstract: |
| Based on the previous literatures and our depth interviews, five factors including appearance, service attitude, service efficiency, information offer and service skills in the order of their importance are found to affect customer perceptive service quality assessment in face to face service encounter. In addition, it is indicated that both service skill and service attitude are major factors for the customer perspective quality in professional service and assistant service based on investigation and statistical analysis, and male customers have attached greater importance to the service skill while female customers pay more attention to service skill and attitude. |
| Key words: face to face encounter perceptive service quality professional service staff assistant service staff |
