服务管理差距与服务质量差距之间关系模型的研究  

Research on the Relationship Model Between the Gaps on the Service Marketer's Side and the Gaps on The Customer's Side

作　　者：徐哲[1] 赵懿清[1] 陈立[1] 

机构地区：[1]北京航空航天大学经济管理学院,北京100083

出　　处：《数学的实践与认识》2010年第13期17-24,共8页Mathematics in Practice and Theory

基　　金：国家自然科学基金面上项目(70871004)

摘　　要：在服务质量差距分析模型的基础上,基于服务管理差距和服务质量差距测评体系,运用结构方程建模方法,建立了企业内部服务管理差距与顾客感知服务质量差距之间的关系路径图和关系模型,定量研究了四个服务管理差距对服务质量差距的影响关系、服务管理差距测评指标对相应的四个服务管理差距的影响关系,为顾客感知服务质量差距的测量和评价提供了技术和方法.结合某外语培训学校服务管理实际进行了案例研究,为企业服务质量的诊断和改进提供了科学依据.Based on Service Quality Model, according to the models to measuring the gaps on the service marketer＇s side and the gaps on the customer＇s side, structural equation was used to establish the path analysis chart and relationship model between the gaps on the service marketer＇s side and the gaps on the customer＇s side. The impact which four gaps on the service marketer＇s side take on the gaps on the customer＇s side was quantitative analyzed, the impact which the factors of the gaps on the service marketer＇s side take on four gaps on the service marketer＇s side as well. It provides tools and methods to measuring the gaps on the customer＇s side. Meanwhile, an English Foreign Language School was taken as the research objective, which provides scientific evidence for service corporations to diagnose and improve its service management.

关 键 词：服务管理差距 服务质量差距 关系模型 结构方程 路径分析 

分 类 号：O242.1[理学—计算数学]