服务质量差距模型在专业课程设计与实施中的应用研究——以《物流企业经营与运作》课程为例  

Service Quality Model in the Professional Curriculum Design and Implementation of Applied Research——In the case of“Logistics Business and Operations”Courses

作　　者：刘俐[1] 李彦萍[1] 李洁[1] 刘广明[1] 

机构地区：[1]北京物资学院,北京101125

出　　处：《物流工程与管理》2013年第10期274-276,共3页Logistics Engineering and Management

摘　　要：学校培养出的专业学生与用人单位对专门人才的期望之间始终存在着一定的差距,这种差距的大小可以通过"差距弥合"来加以修补。文中将服务营销中的"服务质量差距模型"应用于物流管理专业课程《物流企业经营与运作》的方案设计与教学实施,首先通过市场调查获取企业对学生专业能力的期望,并将这种期望转变成清晰的课程目标,然后选取有利于教学"服务价值链"传递的关键环节和方法,重点培养学生的实践能力。There is a gap between the student who is studied in university and the professional talent who is needed by company, and the size of the gap could be repaired through the disparity reducing. In this paper,it used ＂Service Quality Model＂ of the Services Marketing into the Management and Operation of Logistics Enterprises＇ scheme design and teaching practice which is the course of logistics management. Firstly, we obtain enterprise expectations of students＇ professional ability through the market survey,and transform it into a clear objective. Then,we cultivate the students＇ practical ability by the means of selecting the key link and method which is beneficial to teaching ＂service chain＂ to.

关 键 词：服务质量差距模型 企业期望 服务利润链 价值传递 

分 类 号：G420[文化科学—课程与教学论]