基于精化Kano模型的会展服务品质研究——以中国国际消费电子博览会(SINOCES)为例  

A Study of Exhibition Service Quality Based on Refined Kano Model:A Case Study of China International Consumer Electronics Show

作　　者：蔡礼彬[1] 王琼[1] 

机构地区：[1]中国海洋大学管理学院,山东青岛266100

出　　处：《中国海洋大学学报（社会科学版）》2013年第5期68-75,共8页Journal of Ocean University of China(Social Sciences)

基　　金：青岛市"双百调研工程"--"提升青岛世园会服务品质对策研究"(2012-B-28)课题的资助

摘　　要：激烈的市场竞争使会展企业逐渐意识到会展服务品质的提高对于打造企业竞争力的重要性。文章应用Kano、精化Kano模型与I-S模型对35项会展服务品质要素进行归类以及改善系数排序。分析结果显示,会展主办单位提供的服务要素均具有二维品质特性;参展商对各服务要素重视程度不同;不同类型服务要素的增减对服务品质提升以及参展商满意度的影响不同;各服务要素改善工作的迫切程度有所差异。文章根据以上研究结果提出了会展服务改善意见。In the fierce competition ,MICE enterprises gradually recognize the importance of service . The paper classifies 35 service quality attributes based on Kano ,Refined Kano and I-S models and sorts the attributes through Improvement Index .The results show that the exhibition organizers'service quality has a two-dimension characteristic ,that each service quality attribute has different degree of importance to ex-hibitors ,that different type of service quality attributes has different impact on service improvement and exhibitors'satisfaction ,and that the degree of urgency to improve is also different .According to the analy-sis ,suggestions have been made to improve exhibition service quality .

关 键 词：KANO模型 服务要素 参展商 服务品质 

分 类 号：F59[经济管理—旅游管理]