| 接触单元三维细分下服务质量测评模型的构建与研究——基于B2C与B2B的比较视角 |
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| 引用本文： | 乐为,孟洁莹,曾宇容,杨静.接触单元三维细分下服务质量测评模型的构建与研究——基于B2C与B2B的比较视角[J].科技管理研究,2019,39(6):207-213. |
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| 作者姓名： | 乐为 孟洁莹 曾宇容 杨静 |
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| 作者单位： | 中国计量大学经济与管理学院,浙江杭州,310018;中国计量大学经济与管理学院,浙江杭州,310018;中国计量大学经济与管理学院,浙江杭州,310018;中国计量大学经济与管理学院,浙江杭州,310018 |
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| 基金项目： | 国家重点研发计划专项“服务认证关键技术与研究”（2016YFF0204100）子课题“服务认证模式与认证共性技术和方法工具箱研究”（2016YFF0204101）的阶段性成果 |
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| 摘 要： | 为增强服务质量测评模型的适用性,从顾客感知视角出发,运用三维服务接触单元技术分别构建B2C和B2B服务质量测评模型,并通过对比研究,分析两种模式下服务质量的特性指标差异,以明确不同模式下服务质量提升策略,为今后服务质量测评模型构建与服务质量提升提供理论和实践参考。
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| 关 键 词： | 服务接触单元 B2C B2B 服务质量 对比研究 |
| 收稿时间： | 2018/6/12 0:00:00 |
| 修稿时间： | 2018/7/5 0:00:00 |
The Construction and Research of the Service Quality Assessment Model under the 3D Subdivision of Contact Unit: Based on a Comparative Survey of B2C and B2B |
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| Le Wei,Meng Jieying,Zeng Yurong,Yang Jing.The Construction and Research of the Service Quality Assessment Model under the 3D Subdivision of Contact Unit: Based on a Comparative Survey of B2C and B2B[J].Science and Technology Management Research,2019,39(6):207-213. |
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| Authors: | Le Wei Meng Jieying Zeng Yurong Yang Jing |
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| Institution: | (Economic and Management College,China Jiliang University,Hangzhou 310018,China) |
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| Abstract: | In the past, the research on service quality was mainly focused on the single mode of single industry, and the service quality model was poor universality and lack of intuitive presentation of customer perception. The current market complexity increases, and many service industries have both B2C and B2B business models. In order to enhance the applicability of the service quality evaluation model, this article embarks from the perspective of customer perception, using 3d service contact unit technology to build B2C and B2B service quality assessment model respectively. Then through comparative study, analyze the difference of service quality in two modes. The indicator difference of service quality under two modes is analyzed to clarify the strategy of service quality improvement in different modes. This paper provide theoretical and practical reference for the service quality assessment model construction and service quality improvement. |
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| Keywords: | service contact unit B2C B2B service quality comparative study |
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