顾客间交互质量管理与控制  

Management and Control of Inter-customer Quality

作　　者：李志雄[1] 何昊[1] 

机构地区：[1]武汉大学经济与管理学院,湖北武汉430072

出　　处：《财会通讯（学术版）》2007年第3期127-128,F0003,共3页Communication of Finance and Accounting

摘　　要：有关交互质量的研究中,许多学者都将重点集中在顾客与员工之间的交互,忽视了顾客间的交互对顾客服务感知质量的影响,因而在实际操作过程中不能为服务企业提供管理和控制服务质量的有效方法。本文在现有服务交互质量研究的基础上,构建了顾客间交互质量模型,并对顾客间交互质量的影响因素进行了分析,同时还为管理者提供了管理和控制顾客间交互质量的具体措施和方法。In the past study of inter-customer quality, most researchers focused on the interaction of customer and employees. They neglect the interaction between customers which affects their perceived quality, and thus can＇t put forward perfect measures for service enterprises in practice. This paper put up a inter-customerquality model on the basis of their study, and we analyze the factors which affect inter-customer quality and give some advices on how to manage and control inter-customer quality.

关 键 词：交互质量 顾客间交互质量模型 管理 控制 

分 类 号：F272[经济管理—企业管理]