服务接触与服务质量:从物理服务到电子服务  

Service Encounter and Service Quality——From Physical Service to Electronic Service

作　　者：李雷[1] 简兆权[1] 

机构地区：[1]华南理工大学工商管理学院,广州510640

出　　处：《软科学》2013年第12期36-40,共5页Soft Science

基　　金：国家自然科学基金重大项目(71090403;71090400);国家自然科学基金项目(71272132)

摘　　要：以技术介入服务为线索,依次分析物理服务、电子服务背景下的服务接触、服务质量及二者的关系,结果表明:技术介入服务导致物理服务向电子服务变迁;在此过程中,技术替代服务人员成为服务接触的核心;服务质量的形成机制并未因此而发生实质性变化,但服务质量的维度却体现出新的特征;服务接触与服务质量的变化最终导致二者的关系有所改变。This paper selects technology infusion in service as a cue, service encounter, service quality and the relationship between them are analyzed under physical service and electronic service in turn. The result shows that technology infusion in service results in the transition from physical service to electronic service, in which technology becomes the core factor of service encounter instead of employee; the formation mechanism of service quality is not substantially changing, but the dimensions of service quality embodies technical characteristics, the relationship of service encounter and service quality are changing, too.

关 键 词：服务接触 服务质量 物理服务 电子服务 技术 

分 类 号：F713.36[经济管理—产业经济]