PDF-服务质量差异模型及应用

-460-200212111001012100871ServqualServqualB849:C93199162%59%84%[1]1996199720“”“”1201960[2]Regan[3]Lehtinen[4]1990Gronroos[5][6]⋅LewisBooms[7]Gronroos2001-12-02104-461-[8]Lehtinen[4]1990[6]2AlbrechZemke4[9]Lindqvist21[10]1-462-2002LindqvistGronroosParasuraman1[11]gapParasuramanzoneoftolerannce223SERVQUALParasuraman45Servqual[12]12345671234567……....22)12345673Servqual104-463-Servqual77Servqual=-ServqualServqual3ServqualGuiryServqual7[13]Dabholkar5[14]WetzelsServqual4[15]ServqualCarman[16]BabakusBoller[17]4ServqualCarman[16]Vogels[18]OlsonDover[19]Oliver[20]54-464-20024ServqualServqualServqualServqual[1]ChrisnallP.StrategicBusinessMarketing.EnglewoodCliffs,NT:PrenticHallInternational(UK)Limited,1995.481-482[2]1996[3]ReganWJ.TheServiceRevolution.JournalofMarketing,1963,27(July):57-62[4]LehtinenU,LehtinenJ.ServiceQuality:AStudyofQualityDimensions.In:WorkingPaper.UniversityofTampere,Finland,1983[5]GronroosC.ServiceManagementandMarketing.Lexington,Massachusetts:LexingtonBooks,1990[6]1995[7]LewisRC,BoomsBH.TheMarketingAspectsofServiceQuality.In:BerryLed.EmergingPerspectivesonServicesMarketing.Chicago:GIShostackandG.Upah,Eds,1983.99-107[8]GronroosC.MarketinginServiceCompanies.MalmoLiber,1983[9]AlbrechtC,ZemkeR.ServiceAmerica:DoingBusinessintheNewEconomy.NewYork:Warner,1985[10]LindqvistL.Customers’PerceptionofQualityinConsumptionPhase.In:ResearchReportNo.17.Helsinki:SwedishSchoolofBusinessandEconomics,1988[11]ParasuramanA,ZeithamlVA,BerryLL.AConceptualModelofServiceQualityandItsImplicationsforFutureResearch.JournalofMarketing,1985,49(Fall):41-50[12]ParasuramanA,ZeithamlVA,BerryLL.SERVQUAL:AMultiple-ItemScaleforMeasuringConsumerPerceptionsofServiceQuality.JournalofRetailing,1988,64(1):12-40[13]GuiryM,HutchinsonW,WeitzBA.Consumers’EvaluationofRetailStoreQualityandItsInfluenceonStoreChoice.In:WorkingPaper.UniversityofFlorida,1992[14]DabholkarAP,ThorpeDI,RentzJO.AMeasureofServiceQualityforRetailStore:ScaleDevelopmentandValidation.Journalof104-465-theAcademyofMarketingScience,1996,24(1):3-16[15]WetzelsM,KodeRuyter,LemminkJ.etal.MeasuringCustomerServiceQualityinInternationalMarketingChannels:AMultimethodApproach.JournalofBusiness&IndustrialMarketing,1995,10(5):50-59[16]CarmanJM.ConsumerPerceptionsofServiceQuality:AnAssessmentoftheSERVQUALDimensions.JournalofRetailing,1990,66(1):33-35[17]BabakusE,BollerGW.AnEmpiricalAssessmentofSERVQUALScale.JournalofBusinessResearch,1991,24:253-268[18]VogelsR,LemminkJ,KasperH.SomeMethodologicalRemarksontheSERVQUALModel.In:AvlonitisGL,PapavasiliouNK,KourenenosAGed.MarketingThoughtandPracticeinthe1990s.ConferenceProceedingsoftheXVIIIAnnualConferenceoftheEuropeanMarketingAcademy,1989[19]OlsonJC,DoverP.DisconfirmationofConsumerExpectationsThroughProductTrial.JournalofAppliedPsychology,1979,64:179-189[20]OliverRL.AnextendedPerspectiveonPostPurchasePhenomena:IsSatisfactionaRedHerring?.Presentedat1985AnnualConferenceoftheAssociationforConsumerResearch.LasVegas,1985(October)INTRODUCTIONTOGAPMODELOFSERVICEQUALITYANDITSAPPLICATIONDingXiaqi1XuJincan2MaMouchao11InstituteofPsychology,TheChineseAcademyofSciences,Beijing1001012PekingUniversity,Beijing100871Abstract:Serviceisakeyfactorinmarketing.Inthegapmodelofservicequality,therearegapsamongtheservicequalitythatcompaniesprovide,thequalitythatconsumersperceiveandthequalitythatconsumersexpect.Therearealsotwostandardswhenconsumersevaluatetheservicequality.Oneis“anticipantquality”andtheotheris“thelowestacceptablequality”.Thedifferencebetweenthesetwostandardsis“zoneoftolerance”.AquestionnairecalledServqualwhichisbasedonthemodeliswidelyapplied.Keyword:service,gapmodelofservicequality,Servqual