百货商店服务体系关键要素的构成研究——基于广州市百货商店的实证分析  

A Study of the Key Elements Composition of Service System of Department Stores: An Empirical Analysis of the Department Stores in Guangzhou City

作　　者：胡矗明[1] 张泳[1] 叶生洪[1] 

机构地区：[1]暨南大学管理学院,广东广州510632

出　　处：《江西财经大学学报》2012年第1期37-44,共8页Journal of Jiangxi University of Finance and Economics

基　　金：国家自然科学基金青年项目(71002085)

摘　　要：百货商店的生存与发展,关键是如何尽善尽美地去满足顾客的服务需求,因此,识别百货商店的服务构成因素至关重要。服务体系的核心内容包括服务组合与服务传递系统。通过对消费者的调查,研究结果显示:消费者最关注的服务关键要素为可靠性、保证性、服务传递、支持性、可信性和体验性。为此,百货商店提高服务质量、强化顾客满意的措施应从服务文化、服务体系、服务流程、商品管理和服务团队等五个方面着手。The key of the survival and development of department stores is how to meet customers＇ service need, thus, recognizing the service components is of vital importance. The core contents of the service system include service composition and service？delivery system. Through investigation among customers, the results of the research reveals that the six key service elements which consumers concern most are reliability, guarantee, service delivery, supportive, dependability and experience. Thus, department stores should take measures to improve service quality and enhance customer satisfaction from the following five aspects： service culture, service system, service procedures, commodity management and service teams.

关 键 词：百货业 服务体系 关键要素 因子分析 

分 类 号：F715.3[经济管理—产业经济]